Director, Global Customer Support

Description

Sprout Social is looking to hire a Director, Global Customer Support for the Customer Experience team.

Why join Sprout’s Customer Experience team?

Sprout Social’s Customer Experience division is evolving to meet the future of customer engagement. With a high bar for excellence and innovation, the Support & Adoption Operations team combines world-class support with proactive, data-driven engagement. Our mission is to revolutionize how we empower customers by leveraging automation, insights, and operational rigor to deliver adoption, retention, and growth at scale.

What You’ll Do

As the Director, Global Customer Support, you will own the function end-to-end, ensuring exceptional customer experiences while building a scalable, high-performing global organization. You will balance customer empathy, operational excellence, and team development by leveraging data, technology, and proactive process improvements.

• Own Global Support Strategy: Define and lead the global Support strategy, ensuring value across channels, products, and regions while aligning to company goals.
• Drive Operational Excellence & Process Improvement: Improve workflows, escalation paths, and operating models to increase efficiency, quality, and consistency.
• Execute Business Transformation: Lead strategic initiatives that enhance customer outcomes, team effectiveness, and long-term scalability.
• Lead Change & Scale the Organization: Guide change management, preparing teams for launches, market shifts, and evolving customer needs while building leadership capacity.
• Lead & Develop Your Team: Coach and support managers and front-line specialists, setting clear expectations and performance standards.
• Maintain World-Class Service Delivery: Establish and uphold SLAs and performance frameworks across all support channels for consistent, high-quality service.
• Data, Insights & Customer Advocacy: Track and act on KPIs and customer feedback to improve processes, satisfaction, and retention.
• Champion AI: Champion the thoughtful adoption of AI, automation, and tooling enhancements that improve both customer outcomes and team effectiveness.
• Cross-Functional Partnership: Collaborate with Product, Engineering, Customer Success, Professional Services, and Revenue teams to translate support insights into actionable improvements.

What You’ll Bring

We’re looking for a strategic, hands-on leader who blends customer empathy with operational rigor and sound decision-making. You thrive in complexity, bring clarity through structure and data, and know how to scale support through leadership and technical efficiency. You foster cultures of ownership, learning, and continuous improvement while influencing cross-functional partners without direct authority.

• 10+ years of experience leading Customer Support or Technical Support organizations in a high-growth SaaS environment.
• 3+ years in second-line leadership with demonstrated success and experience fostering high-performing teams (ideally globally).
• Strong operational and process design mindset with the ability to connect workflows and decisions to customer outcomes.
• Experience leading teams through transformation, change management, or significant operational evolution.
• Deep familiarity with support platforms and tooling (e.g., Zendesk, Salesforce), tiered escalation models, and AI-driven solutions.
• High comfort working with data, including customer experience metrics, operational performance, and trend analysis.
• Executive presence and strong communication skills, with the ability to influence senior stakeholders and represent the Voice of the Customer.

How You’ll Grow

Within 1 month, you’ll plant your roots by:

• Completing Sprout’s onboarding and developing a deep understanding of our products, values, and global CX model.
• Building strong relationships with Support, Operations, Product, and Revenue leaders.
• Reviewing current workflows, tools, and performance data to identify immediate opportunities.

Within 3 months, you’ll hit your stride by:

• Defining a clear vision and roadmap for global Support that balances day-to-day excellence with long-term transformation.
• Partnering with Operations to establish reporting frameworks and dashboards.
• Setting KPIs and stretch goals aligned to customer and business priorities.
• Assessing team structure and leadership capability to inform growth plans.

Within 6 months, you’ll make a clear impact by:

• Launching AI-assisted workflows or automation initiatives that improve efficiency and customer experience.
• Driving measurable improvements in CSAT, resolution metrics, and operational performance.
• Partnering with Product and Engineering to address top drivers of support volume.

Within 12 months, you’ll make this role your own by:

• Delivering measurable gains in support efficiency, customer satisfaction, and retention.
• Optimizing the global support model for future scale.
• Establishing Customer Support as a strategic differentiator through insight-driven influence and operational excellence.

Our Benefits Program 

We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive, competitive benefits program:

• Comprehensive Health & Wellness: Premium BCBSIL medical, dental (high/low plans), and vision (Eyemed) insurance for you and your eligible dependents.
• Premium Mental Health Support: Full, free access to Modern Health for you and your dependents, including coaching, therapy sessions, and digital wellness resources.
• Retirement Savings: 401(k) plan with a 50% company match on your first 6% of contributions (a 3% total match).
• Financial Security: 100% employer-paid Life and Disability insurance for your peace of mind.
• Flexible Paid Time Off: A flexible PTO policy, supplemented with additional company-wide Rest & Recharge days throughout the year.
• Paid Parental Leave: Up to 16 weeks of paid leave for new parents to support you in expanding your family.
• Annual Lifestyle Stipend: A $1,000 USD annual Lifestyle Spending Account to spend on your physical, mental, and financial well-being.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet.
• Giving Back: 16 hours of paid volunteer time annually, plus a $100 annual match for your charitable donations.
• Additional Financial Perks: Access to pre-tax commuter benefits, subsidized child/eldercare (Care.com), discounted pet insurance (Figo), and no-cost personalized financial wellness support through Your Money Line.

*This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

Individual base pay is based on various factors, including whether you’re located in Zone 1 or Zone 2, as well as relevant experience and skills. In the United States, we have two geographic pay zones. For this role, the expected base pay ranges for new hires are:

• Zone 1 (New York, California, Washington): $150,200.00 - $206,580.00 USD annually
• Zone 2 (All other US states): $136,600.00 - $187,770.00 USD annually

The listed ranges represent earning potential in this position. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at [email protected]. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation). 

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement. 

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

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