Director, Global Customer Support

DescriptionSprout Social is looking to hire a Director, Global Customer Support for the Customer Experience team.Why join Sprout’s Customer Experience team?Sprout Social’s Customer Experience division is evolving to meet the future of customer engagement. With a high bar for excellence and innovation, the Support & Adoption Operations team combines world-class support with proactive, data-driven engagement. Our mission is to revolutionize how we empower customers by leveraging automation, insights, and operational rigor to deliver adoption, retention, and growth at scale.What You’ll DoAs 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: Championthe 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.What You’ll BringWe’re looking for a strategic, hands-on leader who blends customer empathy with operational rigor and sound decision-making. You thrive in complexity, bring clarity through structure and data, and know how to scale support through leadership and technical efficiency. You foster cultures of ownership, learning, and continuous improvement while influencing cross-functional partners without direct authority.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.How You’ll GrowWithin 1 month, you’ll plant your roots by:Completing Sprout’s onboarding and developing a deep understanding of our products, values, and global CX model.Building strong relationships with Support, Operations, Product, and Revenue leaders.Reviewing current workflows, tools, and performance data to identify immediate opportunities.Within 3 months, you’ll hit your stride by:Defining a clear vision and roadmap for global Support that balances day-to-day excellence with long-term transformation.Partnering with Operations to establish reporting frameworks and dashboards.Setting KPIs and stretch goals aligned to customer and business priorities.Assessing team structure and leadership capability to inform growth plans.Within 6 months, you’ll make a clear impact by:Launching AI-assisted workflows or automation initiatives that improve efficiency and customer experience.Driving measurable improvements in CSAT, resolution metrics, and operational performance.Partnering with Product and Engineering to address top drivers of support volume.Within 12 months, you’ll make this role your own by:Delivering measurable gains in support efficiency, customer satisfaction, and retention.Optimizing the global support model for future scale.Establishing Customer Support as a strategic differentiator through insight-driven influence and operational excel