Senior Director, Global Support

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity

Reporting to the VP of Professional Services & Support, the Senior Director of Global Customer Support will lead a world-class, customer-focused organization delivering 24/7 support excellence to Poppulo's global customer base. 

This senior leadership role is responsible for defining and executing the vision, strategy, and operational frameworks for exceptional support experiences. It will serve as a key pillar of the Customer Success leadership team, driving cross-functional alignment to deliver on business goals, enhance customer satisfaction, and uphold Poppulo’s reputation for customer-centricity. 

The Senior Director will lead initiatives that amplify customer advocacy, foster strategic collaboration with internal teams, and elevate accountability across Professional Services, Engineering Support, and Product to ensure the voice of the customer drives prioritization and innovation. 

Key Responsibilities

• Define and implement a strategic vision for global customer support, delivering seamless 24/7 operations within defined SLAs to exceed customer expectations. 
• Oversee critical escalations, aligning cross-functional teams (Customer Success, Engineering, Product, Technical Services, and Sales) to ensure swift resolution and customer satisfaction. 
• Lead the development and execution of support performance plans, ensuring delivery against KPIs, MBOs, and business objectives. 
• Drive operational excellence through the adoption of best practices, efficiency improvements, and scalable processes that support global growth. 
• Oversee global support teams to maintain top-tier performance, fostering professional development, engagement, and a culture of excellence. 
• Build and maintain an operational dashboard to provide real-time visibility into key metrics and issue resolution performance. 
• Champion the voice of the customer across the organization, leveraging insights to drive actionable strategies for retention, satisfaction, and loyalty. 
• Develop and implement advanced AI and automation strategies to enhance case resolution, self-service, and cost-to-serve metrics while maintaining a human-centered customer experience. 
• Define and execute a segmentation strategy, aligning service levels with customer needs and expectations for optimal outcomes. 
• Lead the Global Incident Management strategy, ensuring a robust, follow-the-sun approach to minimize downtime and maximize responsiveness. 
• Partner with Product and Engineering teams to prioritize bug fixes and feature development, ensuring alignment with customer feedback and business goals. 
• Drive continuous improvement initiatives to reduce inefficiencies, optimize resource allocation, and maintain exceptional service quality. 
• Foster strong customer relationships, manage expectations, and address escalations with clarity and empathy. 

 

Candidate Expertise Required

• Bachelor’s degree in a related field; MBA or equivalent experience is preferred.