Kyriba · 5 hours ago
Director, Customer Support - Americas
Austin, TX
Full-time
Onsite
Mid, Senior Level
$155K/yr - $196K/yr
7+ years expKyriba is a global fintech leader empowering CFOs and finance teams with innovative cloud-based solutions. As the Support Director for the Americas, you will define and drive operational excellence in customer support, build a high-performing leadership team, and ensure alignment with Kyriba’s global support strategy.
Enterprise SoftwareFinanceFinancial ServicesFinTechPaymentsRisk ManagementSaaSSoftware
Responsibilities
Build, lead, and scale a high-performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline
Own end-to-end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy
Define and evolve the support operating model in your region, driving continuous improvement through data-driven insights, root-cause analysis, and scalable best practices in alignment with the Global Support Strategy
Own the end-to-end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision-making during critical customer-impacting events
Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight
Qualification
Required
Bachelor's degree
7+ years of leading regional or global multi-channel customer service teams and managers in fast-growing SaaS organizations
Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction, and operational performance
A proven track record of building high-performing leadership teams in SaaS, FinTech, or technology-driven organizations, fostering engagement, inclusion, and continuous development through coaching, feedback, and clearly defined growth paths
A deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes
Able to remain calm, decisive, and credible under pressure and during critical escalations
Exceptional communication and organizational skills, with the ability to clearly synthesize and present support performance, risks, achievements, and improvement opportunities to senior leaders and stakeholders
Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success to resolve systemic issues and drive shared outcomes
Comfortable navigating ambiguity and complexity in a fast-paced, high-growth environment, with a mindset oriented toward continuous improvement and operational excellence
Up to 15% travel required, including international travel
Preferred
MBA or advanced degree preferred
Benefits
Comprehensive range of health, welfare and wellbeing benefits designed to support both your professional and personal life
Company
Kyriba
Kyriba offers SaaS-based treasury solutions that enable treasury departments to plan for market volatility, regulation, and opportunities.
501-1000 employees
H1B Sponsorship
Kyriba has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (3)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$152.5MKey Investors
Sumeru Equity PartnersMitsubishi UFJ CapitalBpifrance
2024-10-16Private Equity
2019-03-26Acquired
2017-09-27Series E· $45M
Leadership Team
Melissa Di Donato
Chair and Chief Executive Officer
Fabrice Lévy
Chief Client Officer
Recent News
変化に強い基盤づくりでグローバル企業へ——トリドールCIOが挑む改革とは | CIO
2026-01-19
Company data provided by crunchbase