Director of Customer Support
MTech Systems USA LLC, Dunwoody, GA, United States
About MTech Systems
MTech Systems is a global, AI‑driven FarmTech SaaS company transforming how the world’s poultry and animal protein producers operate. If you’ve ever eaten chicken or eggs, there’s a good chance our software played a role in bringing it to market. Our technology helps producers run smarter, more efficient, data‑driven operations—and we’re growing fast. This is an exciting opportunity to join a high-impact finance team at the center of that growth.
About the Role We are seeking a
Director of Customer Support
to lead and transform MTech’s global support organization. Customer Support today is fragmented across regions, with inconsistent processes, tooling usage, and customer experience. This role is being created to centralize leadership, standardize global support operations, and enable scalable regional coverage. This is a transformation role, not greenfield, but not mature; requiring a leader who can assess current‑state operations, drive change, and build strong cross‑functional partnerships across Development, Projects, ITS, and CX.
What You’ll Do Own and lead the
global Customer Support function
across North America, LATAM, and Brazil, with future expansion into EMEA and APAC Assess existing support operations and
standardize systems, processes, and ways of working
globally Define and evolve how Customer Support partners with
Development, Projects, CX, and ITS Improve consistency and quality of the
customer experience worldwide Serve as the frontline conduit to ITS for
Azure, system, and environment outages Drive cultural change in how Customer Support is viewed and engaged internally Scale regional support only after foundational processes and operating models are in place Influence cross‑functional stakeholders without direct authority in a low‑maturity systems environment
What You Bring Experience leading
global customer support organizations
in a SaaS environment Proven ability to drive
operational transformation
in complex, multi‑region teams Strong cross‑functional communicator and influencer, comfortable operating with ambiguity Exposure to
modern support tooling and AI‑enabled workflows Analytical, adaptable leadership style—able to avoid rigid, “plug‑and‑play” approaches Willingness to travel up to ~20% for periodic regional visits Ability to work in a
hybrid Atlanta‑based environment
(3 days onsite preferred)
Nice to Haves Experience supporting global SaaS product portfolios Background partnering closely with software development and project delivery teams Prior responsibility for evolving org structures and regional consolidation Experience leading teams through cultural and operating‑model change
Why Join Us Lead a high‑impact, visible transformation critical to MTech’s global growth Shape the future of Customer Support in a rapidly evolving SaaS organization Influence global strategy and operating models across regions Competitive compensation with flexibility based on candidate experience Opportunity to build and scale a world‑class support organization from a strong foundation
#J-18808-Ljbffr
About the Role We are seeking a
Director of Customer Support
to lead and transform MTech’s global support organization. Customer Support today is fragmented across regions, with inconsistent processes, tooling usage, and customer experience. This role is being created to centralize leadership, standardize global support operations, and enable scalable regional coverage. This is a transformation role, not greenfield, but not mature; requiring a leader who can assess current‑state operations, drive change, and build strong cross‑functional partnerships across Development, Projects, ITS, and CX.
What You’ll Do Own and lead the
global Customer Support function
across North America, LATAM, and Brazil, with future expansion into EMEA and APAC Assess existing support operations and
standardize systems, processes, and ways of working
globally Define and evolve how Customer Support partners with
Development, Projects, CX, and ITS Improve consistency and quality of the
customer experience worldwide Serve as the frontline conduit to ITS for
Azure, system, and environment outages Drive cultural change in how Customer Support is viewed and engaged internally Scale regional support only after foundational processes and operating models are in place Influence cross‑functional stakeholders without direct authority in a low‑maturity systems environment
What You Bring Experience leading
global customer support organizations
in a SaaS environment Proven ability to drive
operational transformation
in complex, multi‑region teams Strong cross‑functional communicator and influencer, comfortable operating with ambiguity Exposure to
modern support tooling and AI‑enabled workflows Analytical, adaptable leadership style—able to avoid rigid, “plug‑and‑play” approaches Willingness to travel up to ~20% for periodic regional visits Ability to work in a
hybrid Atlanta‑based environment
(3 days onsite preferred)
Nice to Haves Experience supporting global SaaS product portfolios Background partnering closely with software development and project delivery teams Prior responsibility for evolving org structures and regional consolidation Experience leading teams through cultural and operating‑model change
Why Join Us Lead a high‑impact, visible transformation critical to MTech’s global growth Shape the future of Customer Support in a rapidly evolving SaaS organization Influence global strategy and operating models across regions Competitive compensation with flexibility based on candidate experience Opportunity to build and scale a world‑class support organization from a strong foundation
#J-18808-Ljbffr