TensorOps is hiring a Senior Director, Global Support to lead our strategic and operational efforts in SaaS customer support. Reporting to the VP of Global Support, you will define and implement processes to achieve elite cloud readiness, drive team performance, and ensure the proactive health of client cloud systems.
What You'll Do
- Serve as a regional leader for Elite Support, providing strategic and tactical direction.
- Work cross-functionally to define support Cloud processes and ensure adherence to service level agreements.
- Regularly meet with customers to build relationships and manage escalations.
- Apply knowledge and industry best practices to define the future strategy for globally supporting SaaS products.
- Define and share key performance metrics per SaaS product, aligning across product support teams.
- Actively monitor servicing quality levels, communicate improvement opportunities, and collaborate to improve service levels.
- Provide direction for Technical Account Managers and facilitate programs for seamless cloud client transitions to Production.
- Generate insights from data to create a roadmap of operational efficiency initiatives for cloud readiness.
- Coordinate global best practices in case management, escalation management, and customer service to increase customer satisfaction.
- Act as a key stakeholder for Salesforce enhancements to educate support teams and improve case resolution.
- Be collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support.
- Perform other duties as assigned to support departmental and company objectives.
What We're Looking For
- Bachelor's Degree in Business, Information Systems or equivalent experience.
- 9–12 years of experience in technical, financial, operational, and/or related customer support service.
- 8+ years of supervisory or management experience.
- Ability to analyze data to determine root cause of issues.
- Skill in building, maintaining, and strengthening cross-functional relationships.
- Excellent organizational, time management, written, and verbal communication skills.
- Structured problem-solving skills with a commitment to operational excellence and ability to manage multiple key projects.
- Strong leadership skills in a fast-paced, high-demand environment.
- Ability to travel 10–25% as business needs require.
- Sedentary work: primarily desk/computer work.
- Must be legally authorized to work in the United States.
Team & Environment
You will report to the VP of Global Support and work closely with the extended support leadership team.
Benefits & Compensation
- Competitive Compensation Package: $195,000 - $220,000 base salary + variable component.
- Comprehensive Healthcare Coverage (Health, Dental, Vision).
- Retirement Savings Plan with an Employer Contribution.
- Professional Development Opportunities.
- Time Off.
- Wellness Initiatives.
- Employee Assistance Program.
- Generous Global Parental Leave.
- Calm, free premium subscription.
- Employee Discount Program.
Work Mode
This is a remote position with flexibility across U.S. time zones.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
