Director, Product Support - LATAM
Core
Lead global Product Support operations for a SaaS CX platform, enabling technical analysis and resolution of complex customer issues while driving AI adoption.
Role type
Senior leadership IC (Director)
Builds
Scalable support processes, tools, and performance metrics for a global SaaS organization
Domain
SaaS / Customer Experience (CX) / AI
Deliverable
production ML models
Required skills
Global team leadership, organizational change management, budget forecasting, KPI design, AI-powered support strategy, executive communication, talent development
Preferred skills
Experience with multi-national business cultures, coaching behaviors, digital transformation
Technologies
AI-powered support solutions, chatbots, virtual assistants, predictive analytics
Responsibilities
Provide input for organizational planning, structure, and budgets; Establish and evolve KPIs; Design improvement programs; Develop and execute a support strategy aligned with business objectives; Partner with Product and Engineering teams; Recruit and develop top talent; Manage budget and resource planning; Represent the team in customer escalations and pre-sales discussions
Seniority
Director, global leadership
