Sprout Social, Inc. · 12 hours ago
Director, Global Customer Support
United States
Full-time
Remote
Director/Executive
$150K/yr - $207K/yr
10+ years expSprout Social is looking to hire a Director, Global Customer Support for the Customer Experience team. The role involves owning the global support function, ensuring exceptional customer experiences, and building a scalable, high-performing organization through operational excellence and team development.
AnalyticsAppsSaaSSocial MediaSoftware
Responsibilities
Own Global Support Strategy: Define and lead the global Support strategy, ensuring value across channels, products, and regions while aligning to company goals
Drive Operational Excellence & Process Improvement: Improve workflows, escalation paths, and operating models to increase efficiency, quality, and consistency
Execute Business Transformation: Lead strategic initiatives that enhance customer outcomes, team effectiveness, and long-term scalability
Lead Change & Scale the Organization: Guide change management, preparing teams for launches, market shifts, and evolving customer needs while building leadership capacity
Lead & Develop Your Team: Coach and support managers and front-line specialists, setting clear expectations and performance standards
Maintain World-Class Service Delivery: Establish and uphold SLAs and performance frameworks across all support channels for consistent, high-quality service
Data, Insights & Customer Advocacy: Track and act on KPIs and customer feedback to improve processes, satisfaction, and retention
Champion AI: Champion the thoughtful adoption of AI, automation, and tooling enhancements that improve both customer outcomes and team effectiveness
Cross-Functional Partnership: Collaborate with Product, Engineering, Customer Success, Professional Services, and Revenue teams to translate support insights into actionable improvements
Qualification
Required
10+ years of experience leading Customer Support or Technical Support organizations in a high-growth SaaS environment
3+ years in second-line leadership with demonstrated success and experience fostering high-performing teams (ideally globally)
Strong operational and process design mindset with the ability to connect workflows and decisions to customer outcomes
Experience leading teams through transformation, change management, or significant operational evolution
Deep familiarity with support platforms and tooling (e.g., Zendesk, Salesforce), tiered escalation models, and AI-driven solutions
High comfort working with data, including customer experience metrics, operational performance, and trend analysis
Executive presence and strong communication skills, with the ability to influence senior stakeholders and represent the Voice of the Customer
Benefits
Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.
Company
Sprout Social, Inc.
Sprout Social is a global leader in social media management and analytics software.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$111.5MKey Investors
Future FundGoldman Sachs Merchant Banking DivisionNew Enterprise Associates
2019-12-12IPO
2018-12-19Series D· $40.5M
2016-02-17Series C· $42M
Leadership Team
Ryan Barretto
Chief Executive Officer
Aaron Rankin
Co-Founder & Board Member
Recent News
Company data provided by crunchbase