Senior Director of Customer Support - Customer Success

Feedzai is seeking a visionary Senior Director of Customer Support to transform its support operations into a proactive, customer-centric function. The role involves leading and developing a global support team, optimizing processes, and driving a seamless support experience aligned with the company’s mission. This position is critical for scaling support operations and maintaining customer satisfaction with enterprise clients in the financial sector.

Requirements

• 10+ years of experience leading global support teams in SaaS or enterprise software environments
• 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs for increased service capacity
• Expertise in building and transforming support functions to scale with business growth
• Strong understanding of incident management processes and continuous improvement methodologies
• Exceptional relationship-building skills
• Data-driven mindset with the ability to analyze metrics
• Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions

Benefits

• Training
• Connections
• One-on-one time
• Access to information