Senior Director, Product Support

QuartzBio Overview:
QuartzBio (www.quartzbio.com) is the Precision Medicine Intelligence Company.  Our first-in-class Precision Medicine AI Agent Platform enables autonomous data ingestion and conversational insights across the precision medicine value chain. Powered by a network of domain-specific AI agents, our solutions amplify the efforts of operations, translational, informatics, and IT teams, using AI-driven integration of biomarker, sample, and clinical data to create a unified, scalable data ecosystem. R&D teams can shorten time from data to insights, analytics, and visualizations, accelerating study close and time-to-market. Transform the way precision medicine teams work with 360° intelligence.

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.

Key Responsibilities:
•    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.

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

Leadership expectations: 
•    Follow Company's Principles and code of ethics on a day-to-day basis.
•    Provide a clear and compelling vision for the organization and be able to communicate effectively with their teams and stakeholders.
•    Think strategically and develop plans and initiatives to achieve the organization's goals, while aligning them with the company's overall strategy.
•    Ability to attract, develop, and retain top talent across multiple teams or functions, creating a culture of learning and growth, identifying skills