Director, Customer Support - Americas
Kyriba, Trenton, NJ, United States
About the Role
As Support Director, Americas, you will define and drive operational excellence for Kyriba Support across the region, building a high‑performing leadership team, strengthening customer relationships, and ensuring regional support operations are fully aligned with Kyriba’s global support strategy. You will own and shape the end‑to‑end customer support strategy for the region, ensuring the organization operates as a scalable, insight‑driven engine of customer trust, retention, and long‑term value.
Key Outcomes & Success Measures
Exceptional Customer Satisfaction: Achieve and maintain CSAT ≥90%, positioning Kyriba as the industry leader in customer experience.
Operational Excellence: Improve first‑contact resolution (FCR) to ≥85% and reduce average time‑to‑resolution by ≥25% through AI, automation, and process optimization.
Global Scalability: Build and scale the regional support operations to serve a growing customer base, with minimum 95% SLA achievement for the region.
Team Excellence: Build a high‑performing, engaged regional Support team with ≥85% employee engagement and a robust leadership pipeline.
Key Responsibilities
Team Leadership & Development:
Build, lead, and scale a high‑performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline. Establish leadership standards for managers in their own organization, succession planning, and development frameworks that enable long‑term growth and operational resilience.
Customer Support Performance & Experience:
Own end‑to‑end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy.
Operational Excellence & Continuous Improvement:
Define and evolve the support operating model in your region, driving continuous improvement through data‑driven insights, root‑cause analysis, and scalable best practices in alignment with the Global Support Strategy.
Case, Escalation & Incident Management:
Own the end‑to‑end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision‑making during critical customer‑impacting events. Act as the senior escalation point and partner closely with the Incident Management teams to drive resolution, communication, and post‑incident learning.
Cross‑Functional Partnership & Business Impact:
Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight. Ensure Support is aligned with broader business objectives, risk management, and customer retention strategies.
Required Qualifications
Bachelor’s degree (MBA or advanced degree preferred), with 7+ years of leading regional or global multi‑channel customer service teams and managers in fast‑growing SaaS organizations.
Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction, and operational performance.
A proven track record of building high‑performing leadership teams in SaaS, FinTech, or technology‑driven organizations, fostering engagement, inclusion, and continuous development through coaching, feedback, and clearly defined growth paths.
A deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes. Able to remain calm, decisive, and credible under pressure and during critical escalations.
Exceptional communication and organizational skills, with the ability to clearly synthesize and present support performance, risks, achievements, and improvement opportunities to senior leaders and stakeholders.
Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success to resolve systemic issues and drive shared outcomes.
Comfortable navigating ambiguity and complexity in a fast‑paced, high‑growth environment, with a mindset oriented toward continuous improvement and operational excellence.
Up to 15% travel required, including international travel.
Compensation & Benefits Annual Base Salary Range:
$158,900.00 – $200,900.00 (full‑time schedule) based on experience. Salary can progress beyond this range through sustained performance and demonstrated success. Variable compensation (e.g., performance bonus or commission‑based plan) and a long‑term incentive may also be eligible. The final package will be determined by factors such as skills, experience and qualifications.
Kyriba also offers a comprehensive range of health, welfare and wellbeing benefits designed to support both your professional and personal life.
EEO Statement Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, and genetic information. See EEO Law. We aim to make our recruitment process accessible to everyone. If you need a reasonable accommodation at any point in the application or interview process, or to perform essential job functions, please submit a request. All information provided is confidential and will not impact your candidacy. Please refer to our Candidate Privacy Policy for more information.
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Key Outcomes & Success Measures
Exceptional Customer Satisfaction: Achieve and maintain CSAT ≥90%, positioning Kyriba as the industry leader in customer experience.
Operational Excellence: Improve first‑contact resolution (FCR) to ≥85% and reduce average time‑to‑resolution by ≥25% through AI, automation, and process optimization.
Global Scalability: Build and scale the regional support operations to serve a growing customer base, with minimum 95% SLA achievement for the region.
Team Excellence: Build a high‑performing, engaged regional Support team with ≥85% employee engagement and a robust leadership pipeline.
Key Responsibilities
Team Leadership & Development:
Build, lead, and scale a high‑performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline. Establish leadership standards for managers in their own organization, succession planning, and development frameworks that enable long‑term growth and operational resilience.
Customer Support Performance & Experience:
Own end‑to‑end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy.
Operational Excellence & Continuous Improvement:
Define and evolve the support operating model in your region, driving continuous improvement through data‑driven insights, root‑cause analysis, and scalable best practices in alignment with the Global Support Strategy.
Case, Escalation & Incident Management:
Own the end‑to‑end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision‑making during critical customer‑impacting events. Act as the senior escalation point and partner closely with the Incident Management teams to drive resolution, communication, and post‑incident learning.
Cross‑Functional Partnership & Business Impact:
Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight. Ensure Support is aligned with broader business objectives, risk management, and customer retention strategies.
Required Qualifications
Bachelor’s degree (MBA or advanced degree preferred), with 7+ years of leading regional or global multi‑channel customer service teams and managers in fast‑growing SaaS organizations.
Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction, and operational performance.
A proven track record of building high‑performing leadership teams in SaaS, FinTech, or technology‑driven organizations, fostering engagement, inclusion, and continuous development through coaching, feedback, and clearly defined growth paths.
A deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes. Able to remain calm, decisive, and credible under pressure and during critical escalations.
Exceptional communication and organizational skills, with the ability to clearly synthesize and present support performance, risks, achievements, and improvement opportunities to senior leaders and stakeholders.
Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success to resolve systemic issues and drive shared outcomes.
Comfortable navigating ambiguity and complexity in a fast‑paced, high‑growth environment, with a mindset oriented toward continuous improvement and operational excellence.
Up to 15% travel required, including international travel.
Compensation & Benefits Annual Base Salary Range:
$158,900.00 – $200,900.00 (full‑time schedule) based on experience. Salary can progress beyond this range through sustained performance and demonstrated success. Variable compensation (e.g., performance bonus or commission‑based plan) and a long‑term incentive may also be eligible. The final package will be determined by factors such as skills, experience and qualifications.
Kyriba also offers a comprehensive range of health, welfare and wellbeing benefits designed to support both your professional and personal life.
EEO Statement Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, and genetic information. See EEO Law. We aim to make our recruitment process accessible to everyone. If you need a reasonable accommodation at any point in the application or interview process, or to perform essential job functions, please submit a request. All information provided is confidential and will not impact your candidacy. Please refer to our Candidate Privacy Policy for more information.
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