Director of Customer Support

Feedzai is the world's first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today's most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world's largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries.

**The Product Support Engineering Team** within the Customer Success Team are located across the globe. We are responsible for supporting our clients with their production environment, all Feedzai product lines, and any technical issues that may arise. In addition, we facilitate the entire life-cycle for client resolution collaborating with the product team, account management team, and other customer success team members. We are knowledgeable and have technical and non-technicsoal skill sets that help us do all aspects of our roles and work on other fun initiatives to continue growing as an individual and valued team members. We're always here to support teammates when they stumble and enable each other to keep reaching higher.

**You**:
Feedzai is experiencing rapid growth, requiring us to reimagine the way we deliver exceptional customer support to our global clients. We're looking for a visionary **Director of Customer Support** to transform our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence. This role is critical in driving a seamless, scalable, and innovative support experience that aligns with our mission to deliver unparalleled value to enterprise customers in the financial sector.

**Your Day to Day**:

- Lead and develop a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees:

- Foster a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement;
- Define and monitor key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance;
- Build scalable support processes and optimize the team's structure to ensure 24/7/365 coverage for enterprise clients in the financial sector;
- Manage incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients;
- Transform the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing;
- Partner with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives;
- Build a robust knowledge base and self-service tools to empower clients and reduce ticket volumes;
- Stay ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality;
- Create strategies to optimize alerting systems, SLA terms, and incident management workflows;
- Advocate for automation and data-driven decision-making to scale support operations without increasing headcount;

**You Know-How & Have**:

- 10+ years of experience leading global support teams in SaaS or enterprise software environments;
- 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity;
- Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency;
- Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments;
- Strong understanding of incident management processes and continuous improvement methodologies;
- Exceptional relationship-building skills, with the ability to collaborate effectively across departments;
- Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap;
- Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions;
- Familiarity with AI-based agent assist and conversational review tools.

**The Customer Success Team**is responsible for building lifetime customers by enabling value realization through optimized adoption of Feedzai products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption and customer health always with a value driven mindset.