Director, Customer Support
1 week ago
Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.
As the Director of Customer Support at Black Duck, you will lead the strategic and operational direction of our regional support organization. You will be responsible for delivering a world-class support experience across multiple channels and products, ensuring every customer interaction is fast, empathetic, and value driven. This role is pivotal in driving customer satisfaction, retention, and long-term product success.
You will oversee a growing team of support engineers and managers, build scalable processes, and collaborate cross-functionally to support Black Duck's expanding customer base and product suite in APAC.
Key Responsibilities
Define and execute the long-term vision and roadmap for Customer Support in APAC. Develop a scalable, resilient 24x7 support strategy across chat, email, and in-app channels. Collaborate with Sales, Product, Engineering, and Success teams to align support efforts with business goals.Lead hiring, onboarding, and enablement for support teams in the region.Lead initiatives focused on contact reduction and SLA optimization.Champion a customer-first culture and represent the voice of the customer in internal forums.Analyze support trends to proactively address product pain points and improve usability.Partner with Product and Engineering to influence roadmaps and prioritize fixes based on support data.Leverage automation, AI, and self-service tools to enhance support efficiency and scalability.Drive tooling and process improvements to enhance team productivity and customer outcomes.Represent Customer Support in leadership meetings and strategic planning sessions.Build a high performing, engaged support organization through coaching and career development.Qualifications
12+ years of experience in B2B SaaS customer support leadership, with 5+ years in senior roles.Proven success in building and scaling global 24x7 multi-channel support operations.Strong familiarity with support platforms and automation tools.Experience in driving continuous improvement initiatives and support transformation.Strong stakeholder management and cross-functional collaboration skills.Technical acumen to lead support teams and engage with engineering on complex issues.Comfortable operating in a high-growth, fast-paced environment with a hands-on approach.Aptitudes
Customer-obsessed mindset with a proactive approach to problem-solving.Skilled collaborator across Sales, Product, Engineering, and Operations.Track record of building high-performance teams and developing leadership talent.Commercial mindset with the ability to align support strategy with business outcomes.High integrity, resilience, and adaptability in dynamic environments.Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.
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