Remote Remote United States
Job Type: regular full-time
Division: Precision for Medicine
Business Unit: QuartzBio
Requisition Number: 5616

POSITION SUMMARY:

The Senior Director, Product Support will lead and manage a team of Product Support Supervisors, Managers, and staff. This role is responsible for ensuring that service level agreements for ticket acknowledgment, investigation, escalation, and resolution are consistently met. The successful candidate will be proficient in issue triage and possess strong leadership skills to motivate and manage the team effectively. Additionally, the Senior Director will have a proven track record in setting goals and objectives, as well as fostering cross-department collaboration on company improvement initiatives.

QUALIFICATIONS:

• Bachelor’s degree required; advanced degree or relevant certifications (e.g., ITIL) preferred.
• A minimum 18+ years of product and technical support experience, with 5+ in senior leadership role
• Minimum of 10 years of experience managing teams.
• Over 10 years of experience in customer-facing roles and leading projects. Demonstrated success building and leading global support teams
• Ability to plan and action support strategies to meet customer needs and solve business challenges
• Exceptional communicator with experience engaging senior customer stakeholders and internal executives
• Deep understanding of support metrics. Skill in defining and collecting metrics to gauge project progression.
• Experience with support tools (e.g., Freshdesk, Zendesk, Salesforce)
• Strong presence in customer meetings, especially during escalations or post-incident reviews
• Strong ability to develop a clear point of view supported by data and analysis and is able to sell ideas to others. Flexible work hours to manage global team and high-severity escalations during off-hours.
• Preferred: Experience with enterprise SaaS and managing technical or API-related support.
• Proven executive leadership and strategic impact.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Thorough working knowledge of company process improvement and leadership

• Create and manage global and scalable support strategy for our products, services, and across multiple customer segments.
• Lead, mentor, and grow a high-performing support team, including managers and Level 1 to 3 support specialists.
• Establish and monitor key support metrics (e.g., CSAT, response time, agent utilization rate, SLA compliance rate, etc.).
• Serve as a senior point of contact for key accounts and serve as escalation lead for high-severity incidents and outages, ensuring high satisfaction and proactive communication
• Engage directly with enterprise customers to understand their support needs, gather feedback, and advocate for improvements.
• Lead critical incident management, response and communications, coordinating with Product, Engineering, and Customer Success.
• Drive improvements in process, ticketing systems, workflows, and knowledge base management to increase efficiency and quality of support.
• Collaborate closely with product and engineering teams on issue escalation, feature feedback, and release readiness.
• Serve as the voice of the customer, bringing support insights into product and customer success planning.
• Oversee support tooling (e.g., Freshdesk, Zendesk, Salesforce) and knowledge base management.
• Lead efforts to integrate company values into departmental strategies and operations.