Overview
Sr. Director, Global Support
Overview
One Identity is a global technology company committed to delivering exceptional customer experiences at scale. We are building the next generation of support organizations—AI-first, data-driven, and globally distributed—designed to meet customers where they are and help them succeed faster. We're building sales and support operations so strong that customers become evangelists and competitors study our playbook. This isn't about managing tickets—it's about running high-intensity, AI-enhanced operations that deliver enterprise-level outcomes at SMB scale.
Role Summary
The Worldwide Support Leader owns the global support strategy, performance, and transformation agenda. This role leads geographically distributed teams across multiple regions and time zones, ensuring consistent service quality, rapid issue resolution, and strong customer satisfaction worldwide.
Responsibilities
* Own the global support vision, operating model, KPIs, and multi-year roadmap.
* Build and scale a follow-the-sun, worldwide support organization.
* Lead a fully remote workforce across multiple global locations.
* Act as executive escalation point for critical customer issues.
* Drive operational excellence through data, automation, and continuous improvement.
* Partner with Product, Engineering, Customer Success, and Sales to align outcomes.
* Use data to identify gaps, prioritize improvements, and continuously raise the bar.
* Build, mentor, and scale a high-performing team of product experts, managers and support specialists.
* Develop leaders who bring clarity, urgency, accountability, and customer empathy.
Product & Engineering Partnership
* Collaborate closely with Product, Engineering and Customer Success Teams to ensure Support learnings continuously improve our solutions to accelerate positive customer outcomes.
* Ensure customer insights consistently inform roadmap priorities and experience improvements.
AI-First Support Model
* Implement AI-assisted agent workflows (e.g., case summarization, next-best-action recommendations).
* Deploy AI-powered chatbots and virtual agents for Tier 0 and Tier 1 support.
* Leverage generative AI for knowledge base creation, maintenance, and search.
* Use predictive analytics and AI-driven insights to anticipate customer issues and risks.
* Deploy practical AI and automation to reduce manual work, improve consistency, and accelerate time-to-value for customers.
* Enhance scalability while preserving thoughtful, high-quality human interaction, demanded by our F500 customers.
* Leverage AI solutions and processes to ensure a positive customer experience and ability to scale globally.
AI Tools & Technologies (Examples)
* Microsoft Copilot (M365, Dynamics) for agent productivity, case summarization, and insights
* Salesforce Einstein & AgentForce for intelligent ticket handling and sentiment analysis
* ai, Maven AGI or similar tool for case deflection and resolution improvements
* Vitally with AI insights for customer health and trend analysis
* Conversation intelligence tools for quality monitoring and coaching
Qualifications
* 10+ years of experience in global customer support or customer operations leadership
* Proven success leading remote, multi-region teams
* Strong background in AI-enabled or AI-first support organizations
* Proven, relentless focus on customer success
* Experience building teams in multiple countries and cultures
* Excellent executive communication and change-management skills
Company Description
One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.
When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.
Why work with us?
-Life at One Identity means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationships.
-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-Our team members' health and wellness is our priority as well as rewarding them for their hard work.
One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.
Come join us. For more information, visit us on the web atOne Identity Careers | Explore Opportunities with the OI Team
Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in You can report job scams to the FTC ) or your state attorney general.
#LI-CT1