Director, Global Customer Support

THE OPPORTUNITY 

Evention is the financial trust layer for hospitality, retail, and entertainment operators. We catch payment errors and fraud at checkout — before they become refunds, chargebacks, and compliance headaches. Trusted by hundreds of operators managing millions of transactions annually. 

Now we're building a world-class customer support organization to match. As Director, Global Customer Support, you'll lead this transformation. You'll own strategy, operations, people, and metrics across a distributed global team. This is not a keep-the-lights-on role — this is a builder's mandate to design and scale a support operation that reflects our commitment to customer trust. 

You'll report to the VP of Professional Services and become a strategic leader in how customers experience Evention after the sale. Your decisions on process, tooling, team structure, and metrics will directly shape customer satisfaction, retention, and expansion. 

YOUR MANDATE 

Global Support Leadership & Transformation: 

Lead and transform our global support organization across multiple regions and time zones. The team is truly 24/7 and the candidate will directly manage individuals in the US, Manila, and Czech Republic.  It is imperative to establish a clear operating model with consistent coverage, ownership, escalation paths, and handoffs. Build distributed team culture around customer obsession, urgency, accountability, and continuous improvement. 

Strategy & Future-State Design: 

Define the future-state support operating model, including tiered structure (L1/L2/L3), escalation paths, and global coverage. Establish a vision that balances speed-to-resolution, quality, and cost efficiency as the company scales. Build the business case for headcount, tooling, and technology investments needed to support growth. 

Process Design & Operational Excellence: 

Audit current workflows and redesign for efficiency and scalability. Implement tiered support with clear ownership and SLAs. Develop knowledge management systems and quality assurance processes. Create operational playbooks that scale. 

Metrics, Accountability & Data-Driven Decision Making:

Own the metrics framework: CSAT, NPS, response/resolution time, first-contact resolution, cost per ticket, and more. Build dashboards and reporting cadences that give leadership visibility. Analyze trends to drive product improvements and capacity planning.

Cross-Functional Partnership:

Partner with Product and Engineering on customer feedback. Collaborate with Customer Success on handoffs. Align with Professional Services on implementation flows. Serve as executive sponsor for escalations and critical incidents.

Client-First Mindset:

Partner with Director of Client Success to ensure that we have client-centric mindset and approach. Expectation for this individual to directly interact and support client escalations as executive sponsor as appropriate.