We are seeking an experienced and visionary Director of Global Technical Support to lead our worldwide customer support operations. This role is critical in shaping the strategy, structure, and execution of our technical support organization, ensuring that our customers receive best-in-class service and solutions. As the leader of a global team, you will drive operational excellence, foster a customer-first culture, and scale our support processes to meet the demands of a growing SaaS business. <h2>Key Responsibilities</h2> <ul> <li>Leadership &amp; Strategy </li> <ul> <li>Define and execute the global technical support strategy aligned with company objectives.</li> <li>Lead, mentor, and grow a distributed support team across multiple regions and time zones.</li> <li>Develop metrics and KPIs to measure customer satisfaction, team performance, and operational efficiency. </li> </ul> <li>Customer Experience </li> <ul> <li>Ensure timely, effective, and empathetic resolution of customer issues, driving high CSAT scores and adhering to customer SLAs</li> <li>Collaborate with Product, Engineering, and Customer Success to provide feedback loops for product improvements and customer insights.</li> <li>Implement scalable self-service resources, knowledge bases, and AI-driven support tools. </li> </ul> <li>Operational Excellence </li> <ul> <li>Standardize support processes and tools across global teams for consistency and efficiency.</li> <li>Optimize case handling, escalation procedures, and root cause analysis.</li> <li>Establish proactive support models to prevent issues before they arise. </li> </ul> <li>Cross-Functional Collaboration </li> <ul> <li>Partner with Engineering and Product teams to influence product roadmaps based on customer needs.</li> <li>Work with Sales and Customer Success to support pre- and post-sales technical engagements.</li> <li>Align with Operations and IT to ensure support systems and technologies are robust and scalable.</li> </ul> </ul> <h2>Minimum Qualifications</h2> <ul> <li>10+ years of experience in technical support, customer success, or related roles in a SaaS environment, with at least 5 years in a leadership position.</li> <li>Proven track record of building and scaling global technical support organizations.</li> <li>Strong understanding of SaaS architectures, cloud technologies, and enterprise software environments.</li> <li>Demonstrated success with metrics-driven management and operational improvement.</li> <li>Excellent leadership, communication, and interpersonal skills.</li> <li>Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-powered chatbots).</li> </ul> <h2>Preferred Qualifications</h2> <ul> <li>Background in B2B SaaS with enterprise customer segments.</li> <li>Strong analytical skills with the ability to translate data into strategy.</li> <li>Passion for delivering exceptional customer experiences and building high-performing teams.</li> </ul> Pendo Description: Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve societys experience with software. Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendos future. Our culture is passionate, dynamic, and fun. EEOC We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives. Accessibility Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Compensation Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide. The expected salary range for this role to be performed in North Carolina is $170,000 - $185,000. Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.