Director, Client Support

Job Description

Job Description

Role Overview

As the Director of Client Support at LIFELENZ, you will lead the global client support function, ensuring clients receive timely, effective, and high-quality assistance throughout their lifecycle. This role will oversee the global support teams and manage the Level 1 offshore support partnership, establishing a best-in-class support framework aligned to client needs and organizational goals. The Director will also be responsible for defining KPIs, scaling processes, and acting as a senior escalation point to ensure a consistent client experience.

This role demands a leader who can blend operational rigor with client empathy to deliver a consistently high-quality support experience. This position requires someone who thrives in building and scaling global support structures, balancing strategic process design with hands-on involvement in critical escalations. The role demands the ability to manage and optimize offshore partnerships, ensuring service levels are met while maintaining seamless alignment with internal teams. It requires strong analytical skills to track performance metrics and drive continuous improvement, coupled with the leadership presence to inspire teams and instill accountability. Above all, this role calls for a leader with a client-first mindset, ensuring every interaction reinforces trust, strengthens relationships, and supports long-term client success.

Key responsibilities

Strategic Leadership

Develop and execute a global client support strategy aligned with business goals and customer expectations.

Champion a hybrid support model integrating AI, automation, and human expertise to enhance responsiveness and scalability.

Team Development

Lead, mentor, and grow a high-performing global support team with a focus on empathy, agility, and excellence.

Promote a culture of continuous learning, innovation, and ownership.

Operational Excellence

Oversee support operations across regions, ensuring SLA compliance, root cause analysis, and durable corrective actions.

Implement ITIL-aligned processes for Incident, Problem, Change, and Knowledge Management.

Technology & Innovation

Leverage AI-powered tools (e.g., chatbots, predictive issue detection, intelligent routing) to improve resolution times and customer satisfaction.

Drive adoption of self-service platforms and dynamic knowledge bases to reduce ticket volume and empower clients.

Client Engagement

Serve as the executive escalation point for critical issues, ensuring timely resolution and transparent communication.

Lead proactive engagement initiatives including health checks, adoption programs, and executive business reviews.

Cross-Functional Collaboration

Partner with Product and Engineering to influence roadmap priorities based on client feedback and support insights.

Ensure seamless integration between support, implementation, and product engineering teams.

Performance & Compliance

Define and monitor key performance indicators (KPIs), publishing regular reports to stakeholders.

Ensure compliance with global security, privacy, and regulatory standards.

Financial Stewardship

Manage support budgets, capacity planning, and forecasting to optimize resource allocation and cost efficiency.

Hands on involvement

Demonstrate a proactive and engaged approach by personally addressing and resolving support issues when necessary, ensuring swift and effective solutions for clients.

Exhibit readiness to provide on-call support outside of standard business hours, managing escalations for high-priority incidents with professionalism and urgency.

Knowledge, Experience, Competencies

Bachelor's degree in Business Administration, Information Systems, or related field.

10+ years in client support or service delivery leadership, with global / multi-regional experience.

5+ years managing support for mission-critical SaaS applications with strict SLA requirements.

Proven success in building scalable support models including follow-the-sun and tiered support.

Deep expertise in ITIL frameworks and enterprise support platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow).

Skilled in executive-level client relationship management and critical issue resolution.

Exceptional leadership, strategic thinking, and communication skills.

Strong problem-solving abilities, with a proactive approach to addressing complex challenges.

Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.

Familiarity with SaaS business models and subscription-based client success metrics.

Experience in leveraging AI, automation, and analytics to drive support transformation.

Familiarity with workforce management and time & attendance solutions is a plus.

Willingness to travel for client and internal leadership engagements.