Senior Director, Customer Support

About ProcessUnity

ProcessUnity is the Third-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their ever-growing ecosystem of business partners. By combining the world’s largest third-party risk data exchange, the leading TPRM workflow platform, and powerful artificial intelligence, ProcessUnity extends third-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With ProcessUnity, organizations of all sizes reduce assessment work while improving quality, securing intellectual property and customer data so business operations continue to operate uninterrupted.

Are you a strategic, hands-on leader who loves building world-class customer support organizations? Do you thrive in fast-paced, high-growth environments and want to make a visible impact on customer satisfaction, retention, and growth?

We’re a rapidly growing B2B SaaS company transforming the way enterprises manage Third Party Risk Management. Our customers include some of the world’s leading organizations -- and we’re looking for a Senior Director of Customer Support to lead, optimize and scale our global support organization.

This senior leadership role combines strategic vision with operational excellence, giving you the chance to build a best-in-class customer experience that sets the industry standard. If you’re passionate about building exceptional customer support organizations, scaling operations, and turning customer service into a competitive advantage, we want to hear from you.
What You’ll Do:

Strategic Leadership

• Develop and execute a comprehensive support strategy aligned with company growth goals
• Serve as the executive “voice of the customer” and turn insights into action

Team Management

• Lead, mentor, and grow a distributed support team across phone, email, chat, and social channels
• Build a culture of accountability, innovation, and customer-first thinking

Operational Excellence

• Define SLAs and track KPIs (CSAT, first response time, resolution rate, cost per contact, etc.)
• Handle global escalations and lead crisis response efforts when needed
• Partner with Product, Engineering, Sales, and Customer Success to deliver seamless experiences
• Streamline workflows and implement automation/self-service solutions (AI, chatbots, knowledge bases, etc.)
• Select, implement, and manage CRM (with support from IT), helpdesk, and communication tools

Budget & Resource Management

• Own department budget, forecast staffing, and optimize spend without compromising quality

Desired Experience and Skills:

• 10+ years leading customer support teams (50+ people) in B2B SaaS or tech companies
• 5+ years in a Director or Senior Director role
• Demonstrated ability to drive measurable improvements in support KPIs
• Expertise with CRM/helpdesk platforms, chat tools, and reporting dashboards
• Experience with budget ownership, forecasting, and executive-level reporting
• Excellent communicator with strong executive presence
• MBA or advanced degree preferred
• GRC, security, or risk management industry experience preferred
• Lean/Six Sigma process improvement certifications preferred
• Proven success with AI/chatbots for enhanced customer experience, cost saving, and/or case deflection preferred

Compensation Range: $150,000 - $200,000 depending on level and experience 

ProcessUnity is committed to providing an inclusive and equitable workplace where people of all backgrounds, identities, and life experiences can thrive. ProcessUnity is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. 

Learn more about us at www.processunity.com.