Director, Global Customer Support

Sprout Social•Chicago, IL

1d•Remote

About The Position

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.

Requirements

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.

Responsibilities

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.

Benefits

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