Senior Director of Customer Support & Customer Success – Driving Excellence in Global Commerce

At blithequark, we're revolutionizing the way businesses approach financial risk management with our cutting-edge RiskOps platform. As the world's first RiskOps platform, we're safeguarding global commerce with advanced cloud-based risk management, powered by machine learning and artificial intelligence. Our mission is to secure the transition to a cashless world while enabling digital trust in every transaction and payment type. With a valuation of over $1.5 billion and a presence in 190 countries, protecting 900 million people, we're the trusted partner for the world's largest banks, processors, and retailers. We're now seeking a visionary Senior Director of Customer Support & Customer Success to. This is an exceptional opportunity to transform our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence. As a key member of our leadership team, you'll drive a seamless, scalable, and innovative support experience that aligns with our mission to deliver unparalleled value to enterprise customers in the financial sector. Your Day-to-Day: As the Senior Director of Customer Support & Customer Success, you'll lead and develop a globally distributed support team across multiple time zones, fostering a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement. Your key responsibilities will include: * Defining and monitoring key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance * Building scalable support processes and optimizing the team's structure to ensure 24/7/365 coverage for enterprise clients in the financial sector * Managing incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients * Transforming the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing * Partnering with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives * Building a robust knowledge base and self-service tools to empower clients and reduce ticket volumes * Staying ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality * Creating strategies to optimize alerting systems, SLA terms, and incident management workflows * Advocating for automation and data-driven decision-making to scale support operations without increasing headcount You Know-How & Have: To succeed in this role, you'll need: * 10+ years of experience leading global support teams in SaaS or enterprise software environments * 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity * Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency * Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments * Strong understanding of incident management processes and continuous improvement methodologies * Exceptional relationship-building skills, with the ability to collaborate effectively across departments * Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap * Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions * Familiarity with AI-based agent assist and conversational review tools The Customer Success Team: As a member of the Customer Success Team, you'll be responsible for building lifetime customers by enabling value realization through optimized adoption of blithequark products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption, and customer health, always with a value-driven mindset. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us! At blithequark, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing a work environment that fosters growth, innovation, and collaboration. If you're a motivated and experienced professional who's passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Your First 30-Days at blithequark: As a new member of our team, you'll be immersed in our brand with training, connections, and one-on-one time with your manager. You'll have the opportunity to shadow your colleagues virtually or onsite at an office, depending on your location, and gain a deeper understanding of our company culture and values. You'll also have access to a wealth of information about blithequark and our team, including our history, context, and knowledge base. Finally, you'll start working on projects and collaborating with your colleagues on current initiatives. Life at blithequark: To get a glimpse into life at blithequark, follow us on Instagram at [Life at blithequark Instagram]( You can also learn more about our culture and values by reading our Codebook, available at [Feedzai Culture]( Equal Opportunity Employer: blithequark is an Equal Opportunity Employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Application Process: To apply for this exciting opportunity, please submit your resume and cover letter through our careers page. We do not accept unsolicited resumes from recruiters or employment agencies. Data Protection: blithequark will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by blithequark for 24 months following your application. Please see our Privacy Notice available at [Feedzai Candidate Privacy Policy]( and [Feedzai California Candidates Privacy Policy]( for more information on how we process your personal data.