[Hiring] Director, Global Customer Support @Sprout Social

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Role Description

Sprout Social is looking to hire a Director, Global Customer Support for the Customer Experience team.

As the Director, Global Customer Support, you will own the function end-to-end, ensuring exceptional customer experiences while building a scalable, high-performing global organization. You will balance customer empathy, operational excellence, and team development by leveraging data, technology, and proactive process improvements.

  • 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.

Qualifications

  • 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 .
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