[Remote] Regional Director, Customer Support

Note: The job is a remote job and is open to candidates in USA. Company Confidential is a trust infrastructure company helping enterprises and government agencies secure cryptographic identities for digital interactions. The Regional Director of Customer Support leads a regional or large multi-team support organization, ensuring high-quality customer service, operational performance, strategic alignment, and continuous improvement. The role oversees KPIs, SLAs, escalations, incidents, cross-functional initiatives, and team accountability. Responsibilities Ensure regional teams deliver consistent, high-quality customer support, aligned with SLAs, KPIs, and customer expectations Ensure teams are Company Confidential in customer communication, issue resolution, and escalation management Company Confidential high-severity and executive-level customer escalations, ensuring strong communication and resolution outcomes Own regional performance across KPIs, SLAs, and customer outcomes, ensuring accountability across teams Ensure effective prioritization and resolution of high-impact and high-priority customer issues Drive consistency through reporting, dashboards, and operational governance Identify key product failure areas and partner with Product and Engineering to drive improvements Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations Drive structured problem management practices, ensuring root causes are identified and long-term solutions are implemented Oversee resolution of critical incidents and escalations, ensuring alignment, prioritization, and timely resolution Ensure Company Confidential communication with stakeholders during high-impact incidents Maintain consistency and effectiveness in escalation management practices across the region Partner with senior leadership, Engineering, and Product to align regional execution with global strategy Ensure regional teams collectively deliver against KPIs, SLAs, and customer expectations Work with executive leadership to recommend and implement tools, infrastructure improvements, and operational efficiencies (including AI) Establish consistent cadences (reporting, reviews, alignment meetings) to drive accountability and performance Promote cross-team collaboration, sharing Company Confidential, best practices, and lessons learned Skills Applicants must be legally authorized to work in the United States Bachelor's degree or equivalent experience 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 5+ years management experience Experience leading large, multi-team support organizations, including managers and senior managers Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes Experience driving cross-functional initiatives and operational improvements Strong leadership, organizational management, and decision-making skills Strong communication skills, including ability to engage executive stakeholders and customers Ability to analyze performance data and drive improvements Ability to manage performance at scale across multiple teams Ability to align teams, remove blockers, and drive accountability Ability to influence cross-functional stakeholders and drive outcomes Deep understanding of support operations, KPIs, SLAs, and performance management Strong knowledge of product environments, customer use Company Confidential, and industry practices Benefits Second Fridays (a company-wide day off on the second Friday of Company Confidential month minus November and December due to the Holiday schedule). Company Confidential note that Company Confidential benefit is Company Confidential to Company Confidential. Comprehensive benefit coverage Company Confidential. Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support. Competitive time off Company Confidential. Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and Company Confidential. The Company Confidential Alliance Company Confidential to support DEIB efforts. Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. Global Volunteer Day, company non-profit matching, and 3 volunteer days off. Monthly Talent development and Cross Functional meetings to support professional development. Regular All Hands meetings – followed by group gatherings. Company Overview Company Confidential offers secure digital identity management solutions and empowers global enterprises to Company Confidential Company Confidential digital identity. It was founded in 2001, and is headquartered in Independence, Ohio, USA, with a Company Confidential of 501-1000 employees. Its website is Confidential.com. Apply To Company Confidential Job

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