Regional Director, Customer Support
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What you'll do
- 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
What they're looking for
- 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
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!
Title: Regional Director, Customer Support
Location: United States; Remote
Experience: Director Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
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
Skills and 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
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- 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.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Company
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