Director of Global Support

Responsibilities

• Agentic Support Transformation
• Define and drive the multi-phase roadmap to migrate chat, email, and phone support to an AI-agent-augmented model, starting with agent-assisted article surfacing, case structuring, and deflection, then advancing to deeper platform-data-aware automation.
• Stand up and govern AI support agents: escalation rules, tone, guardrails, success metrics, and human-in-the-loop review (agents assist; humans decide).
• Partner cross-functionally with Product and Engineering on the data access and platform connectivity required to mature the agentic experience over time.
• Build the operating discipline of an "agent manager" function within support, treating AI agents as part of a hybrid human and digital workforce.
• People Leadership & Team Scaling
• Lead, coach, and grow a global, multi-tier support team across regions and time zones.
• Scale the organization responsibly through hiring, ramp, and career pathing, shifting human roles from repetitive tasks toward high-value, judgment-driven customer interactions.
• Re-shape KPIs from activity-based metrics toward outcome- and orchestration-based performance as the team works alongside agents.
• Build a culture of relentless customer focus, ownership, and continuous improvement.
• Operational Excellence & Service Delivery
• Own global support SLAs, coverage, and channel strategy across chat, email, and phone, including international and global phone coverage and accessibility.
• Standardize and optimize support workflows and escalation paths in Salesforce Service Cloud (for example, escalations to order fulfillment and specialized teams).
• Steward the support knowledge base and self-service content as the foundation that powers both human reps and AI agents.
• Define and report on the support metric framework (CSAT, first response and resolution time, deflection, escalation accuracy) with executive-ready narratives.
• Identify and build premium support opportunities, designing tiered or elevated-experience offerings (priority SLAs, dedicated or concierge support) for customers willing to invest in a higher level of service, turning exceptional support into a revenue driver.
• Manage support tooling, vendors, and telephony and contact-center providers.
• What You Bring

Requirements

• 4+ years leading customer support or service organizations, including experience leading managers (a people-leader of leaders).
• A proven track record migrating a support department from traditional chat, email, and phone to an agentic, AI-augmented experience. Not theory, but a real transformation you've led.
• Demonstrated success scaling support teams globally across channels and regions.
• Hands-on experience automating support workflows and driving measurable case deflection without degrading CSAT.
• Strong, modern people leadership: hiring, coaching, performance management, and change leadership through ambiguity.
• Fluency translating agentic capabilities into business outcomes, with comfort operating in AI- and agent-enabled environments and partnering with Product and Engineering. - A data-driven operator who lives in dashboards, scorecards, and telemetry to manage both humans and agents.
• An insistence on best-in-class customer service as a non-negotiable standard.
• Strongly Preferred / Bonus
• Direct experience deploying Salesforce Agentforce (and/or

Benefits

Additional Information

Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone. As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts-especially our own employees! And as winners of Glassdoor's Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk. Why This Role Now Our Client Success team is consistently one of the highest-rated parts of the Awardco experience because we don't just support clients; we partner with them. As we scale globally and bring AI capabilities deeper into the user experience, we're building a faster, smarter, AI-agent-augmented support model, and this leader owns that journey end to end. Just as critical is knowing where automation should stop: pinpointing the moments where human judgment, empathy, and connection still create the most value, and protecting those touchpoints so efficiency never detracts from the customer experience or satisfaction. You'll step into a global support organization spanning chat, email, and phone, a modern Salesforce-based service stack, and an active mandate to raise the bar on responsiveness, resolution, and customer experience worldwide.

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