Note: The job is a remote job and is open to candidates in USA. Keyfactor is a trust infrastructure company helping enterprises and government agencies secure cryptographic identities for digital interactions. The Regional Director of Customer Support leads a regional or large multi-team support organization, ensuring high-quality customer service, operational performance, strategic alignment, and continuous improvement. The role oversees KPIs, SLAs, escalations, incidents, cross-functional initiatives, and team accountability.
Responsibilities
- Ensure regional teams deliver consistent, high-quality customer support, aligned with SLAs, KPIs, and customer expectations
- Ensure teams are proactive in customer communication, issue resolution, and escalation management
- Handle high-severity and executive-level customer escalations, ensuring strong communication and resolution outcomes
- Own regional performance across KPIs, SLAs, and customer outcomes, ensuring accountability across teams
- Ensure effective prioritization and resolution of high-impact and high-priority customer issues
- Drive consistency through reporting, dashboards, and operational governance
- Identify key product failure areas and partner with Product and Engineering to drive improvements
- Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations
- Drive structured problem management practices, ensuring root causes are identified and long-term solutions are implemented
- Oversee resolution of critical incidents and escalations, ensuring alignment, prioritization, and timely resolution
- Ensure proactive communication with stakeholders during high-impact incidents
- Maintain consistency and effectiveness in escalation management practices across the region
- Partner with senior leadership, Engineering, and Product to align regional execution with global strategy
- Ensure regional teams collectively deliver against KPIs, SLAs, and customer expectations
- Work with executive leadership to recommend and implement tools, infrastructure improvements, and operational efficiencies (including AI)
- Establish consistent cadences (reporting, reviews, alignment meetings) to drive accountability and performance
- Promote cross-team collaboration, sharing insights, best practices, and lessons learned
Skills
- Applicants must be legally authorized to work in the United States
- Bachelor's degree or equivalent experience
- 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 5+ years management experience
- Experience leading large, multi-team support organizations, including managers and senior managers
- Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes
- Experience driving cross-functional initiatives and operational improvements
- Strong leadership, organizational management, and decision-making skills
- Strong communication skills, including ability to engage executive stakeholders and customers
- Ability to analyze performance data and drive improvements
- Ability to manage performance at scale across multiple teams
- Ability to align teams, remove blockers, and drive accountability
- Ability to influence cross-functional stakeholders and drive outcomes
- Deep understanding of support operations, KPIs, SLAs, and performance management
- Strong knowledge of product environments, customer use cases, and industry practices
Benefits
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Company Overview