Job Description: 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. Requirements WHO YOU ARE Must-Have Experience: · 10+ years in customer support, service, or operations roles for B2B SaaS and DaaS companies · 5+ years of progressive global leadership managing managers and distributed teams · Proven experience building or significantly redesigning support · Demonstrated leadership of global/multi-region teams across time zones (non-negotiable) ·Track record defining and owning operational metrics (SLAs, CSAT, response/resolution times) · Expertise with modern support tooling (ticketing, knowledge bases, chat/AI, CRMs) · Strong analytical skills and data-driven decision making · Executive-level communication and stakeholder management Nice-to-Have Experience · Scaling support through high-growth (2x+ annual company growth) · Implementing tiered support models · AI/automation in support · 24/7 or follow-the-sun operations COMPENSATION Component Range Details Base Salary $140K – $150K Based on experience & track record Bonus eligible BENEFITS & SUPPORT · Comprehensive health, dental · Vision Plan · 401(k) with 4% company match We're looking for an operational leader who's equally comfortable setting strategy and digging into how work actually flows. Someone who sees support not as a cost center but as a competitive advantage. Someone who can transform our operations while staying relentlessly focused on customer outcomes. If this resonates, let's talk.