Director of Customer Support

MTech Systems • Dunwoody, GA

1d • Hybrid

About The Position

We are seeking a Director of Customer Support to lead and transform MTech’s global support organization. Customer Support today is fragmented across regions, with inconsistent processes, tooling usage, and customer experience. This role is being created to centralize leadership, standardize global support operations, and enable scalable regional coverage. This is a transformation role, not greenfield, but not mature; requiring a leader who can assess current‑state operations, drive change, and build strong cross‑functional partnerships across Development, Projects, ITS, and CX.

Requirements

• Experience leading global customer support organizations in a SaaS environment
• Proven ability to drive operational transformation in complex, multi‑region teams
• Strong cross‑functional communicator and influencer, comfortable operating with ambiguity
• Exposure to modern support tooling and AI‑enabled workflows
• Analytical, adaptable leadership style—able to avoid rigid, “plug‑and‑play” approaches
• Willingness to travel up to ~20% for periodic regional visits
• Ability to work in a hybrid Atlanta‑based environment (3 days onsite preferred)

Nice To Haves

• Experience supporting global SaaS product portfolios
• Background partnering closely with software development and project delivery teams
• Prior responsibility for evolving org structures and regional consolidation
• Experience leading teams through cultural and operating‑model change

Responsibilities

• Own and lead the global Customer Support function across North America, LATAM, and Brazil, with future expansion into EMEA and APAC
• Assess existing support operations and standardize systems, processes, and ways of working globally
• Define and evolve how Customer Support partners with Development, Projects, CX, and ITS
• Improve consistency and quality of the customer experience worldwide
• Serve as the frontline conduit to ITS for Azure, system, and environment outages
• Drive cultural change in how Customer Support is viewed and engaged internally
• Scale regional support only after foundational processes and operating models are in place
• Influence cross‑functional stakeholders without direct authority in a low‑maturity systems environment

Benefits

• Lead a high‑impact, visible transformation critical to MTech’s global growth
• Shape the future of Customer Support in a rapidly evolving SaaS organization
• Influence global strategy and operating models across regions
• Competitive compensation with flexibility based on candidate experience
• Opportunity to build and scale a world‑class support organization from a strong foundation

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed