Senior Director, International Customer Care

📋 Description

• Strategic Leadership: Define and execute the international support strategy aligned with company
• Team Scaling & Development: Lead, inspire, and develop a diverse, high-performing international
• Operational Excellence: Own and continuously improve global KPIs, including CSAT, NPS
• Process & Tool Optimization: Design and optimize tiered support models, coverage structures
• Executive Engagement: Serve as the senior point of escalation for strategic international accounts.
• Cross-Functional Collaboration: Partner with Product, Engineering, Sales, and Customer Success to

🎯 Requirements

• Experience: 10+ years in technical support or customer care operations, with 7+ years leading
• Leadership: Proven experience as a people leader hiring coaching developing high performing teams
• Industry Domain: Experience in a high-growth SaaS, Fintech, and/or SaaS + hardware environment
• Scaling Track Record: Proven success scaling support operations during periods of rapid growth.
• Data-Driven Mindset: Expert in interpreting dashboards, metrics, and analytics to make strategic
• Change Agent: A true leader who anticipates future opportunities and challenges, with a proven

🎁 Benefits

• Competitive base salary range: €134,000 - €214,000 EUR
• Cash compensation including overtime, bonus/commissions if eligible
• Equity
• Comprehensive benefits package
• Hybrid work model
• AI tools provided across disciplines for learning and building