[Hiring] Regional Director, Customer Support @Keyfactor, Inc.

Role Description

The Regional Director of Support is responsible for leading a regional or large multi-team support organization, ensuring delivery of high-quality customer support while driving operational performance, strategic alignment, and continuous improvement. This role combines strong technical and customer expertise with leadership accountability for KPIs, financial performance, and cross-functional alignment.

Applicants must be legally authorized to work in the United States.

Responsibilities

• Ensure regional teams deliver consistent, high-quality customer support, aligned with SLAs, KPIs, and customer expectations.
• Ensure teams are proactive in customer communication, issue resolution, and escalation management.
• Handle high-severity and executive-level customer escalations, ensuring strong communication and resolution outcomes.
• Own regional performance across KPIs, SLAs, and customer outcomes, ensuring accountability across teams.
• Ensure effective prioritization and resolution of high-impact and high-priority customer issues.
• Drive consistency through reporting, dashboards, and operational governance.
• Identify key product failure areas and partner with Product and Engineering to drive improvements.
• Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations.
• Drive structured problem management practices, ensuring root causes are identified and long-term solutions are implemented.
• Oversee resolution of critical incidents and escalations, ensuring alignment, prioritization, and timely resolution.
• Ensure proactive communication with stakeholders during high-impact incidents.
• Maintain consistency and effectiveness in escalation management practices across the region.
• Partner with senior leadership, Engineering, and Product to align regional execution with global strategy.
• Ensure regional teams collectively deliver against KPIs, SLAs, and customer expectations.
• Work with executive leadership to recommend and implement tools, infrastructure improvements, and operational efficiencies (including AI).
• Establish consistent cadences (reporting, reviews, alignment meetings) to drive accountability and performance.
• Promote cross-team collaboration, sharing insights, best practices, and lessons learned.

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 5+ years management experience.
• Experience leading large, multi-team support organizations, including managers and senior managers.
• Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes.
• Experience driving cross-functional initiatives and operational improvements.
• Strong leadership, organizational management, and decision-making skills.
• Strong communication skills, including ability to engage executive stakeholders and customers.
• Ability to analyze performance data and drive improvements.
• Ability to manage performance at scale across multiple teams.
• Ability to align teams, remove blockers, and drive accountability.
• Ability to influence cross-functional stakeholders and drive outcomes.
• Deep understanding of support operations, KPIs, SLAs, and performance management.
• Strong knowledge of product environments, customer use cases, and industry practices.

Benefits

• Comprehensive benefit coverage globally.
• Paid Parental Leave is available to new parents, with structure varying based on regional/government requirements.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.