Associate Director Customer Support

Job Description Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 350+ employees & helping 2500+ Customers across 75+ Countries. We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 31.8 Million USD in funding including our latest Series B round. The Role - As the Associate Director of Customer Support at Sprinto, you'll play a pivotal role in shaping and scaling a best-in-class support organization that is a competitive differentiator. You'll define the strategic direction of our global support operations, ensuring every customer interaction is fast, empathetic, and value-driven. Your leadership will directly impact customer satisfaction, retention, and long-term product success. This is a high-impact leadership role reporting to the VP of Customer Experience. You'll oversee a growing team of support engineers and managers, while building scalable processes and tools to support Sprinto's expanding global customer base and product suite. What You'll Do - - You will be responsible for - Strategy & Vision - Define and own the long-term vision, mission, and roadmap for building a world class Customer Support team - Develop and implement a scalable, resilient 24x7 global support strategy across multiple channels (chat, email, in-app) - Identify, plan, and lead key programs such as inbound contact reduction, NPS uplift, and SLA optimization Customer Experience & Operational Excellence - Champion a customer-obsessed culture across the organizationbe the voice of the customer in cross-functional forums - Analyze trends in support interactions to proactively address pain points and improve product usability and customer happiness. - Partner with product and engineering teams to drive continuous improvement, influence roadmaps, and prioritize fixes based on support data - Leverage automation, AI, and self-service to enhance speed, quality, and scalability of support Cross-Functional Leadership - Represent Customer Support in leadership meetings and cross-functional initiatives - Build strong working relationships with Product, Engineering, Success, and Ops to align support efforts with company goals - Collaborate on tooling requirements, process design, and automation projects to improve team productivity and customer outcomes Team Building & People Leadership - Own the hiring, onboarding, enablement, and staffing strategy for support teams - Build a high-performing, engaged support organization through coaching, feedback, and career development - Manage and mentor support team leads and individual contributors, with a focus on growth, empowerment, and accountability - Set and monitor key performance indicators (CSAT, SLA, backlog, quality scores) and ensure alignment with broader company objectives Requirements - 12+ years of experience in customer support OR customer success OR client services OR technical support - 5+ years of experience with B2B SaaS OR enterprise software OR software-as-a-service company in a leadership role in customer support OR customer success - 5+ years of experience managing a team of at least 10+ customer support OR customer success OR support engineers specialists - Must have experience building OR scaling global support OR 24x7 operations OR international support OR multi-timezone support - Must have hands-on experience with Freshdesk OR Intercom OR Salesforce Service Cloud OR Zendesk OR modern support platforms - Must be data-driven AND have experience improving NPS OR CSAT OR customer satisfaction OR support metrics OR KPI improvement - Must have experience with contact reduction OR ticket deflection OR self-service OR knowledge base OR automation OR AI tools - Must have cross-functional OR stakeholder management OR product collaboration OR engineering partnership experience without direct authority - Must have hands-on OR roll up sleeves OR startup OR high-growth OR fast-paced OR technical acumen experience in support leadership Benefits - Remote First Policy - 5 Days Working With FLEXI Hours - Group Medical Insurance (Parents, Spouse, Children) - Group Accident Cover - Company Sponsored Device - Education Reimbursement Policy ATS_SPRINTO