Director, Customer Support
Bengaluru
Customer Experience /
Remote /
Remote
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 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 Senior Director of Customer Onboarding & Support. 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 -
- 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.
- Champion a customer-obsessed culture across the organization—be 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.
- 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.
- 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.
Strategy & Vision
Customer Experience & Operational Excellence
Cross-Functional Leadership
Team Building & People Leadership
Requirements
- 12+ years of experience leading high-growth B2B SaaS customer support organizations, with at least 5 years in a senior leadership role.
- Proven success in building and scaling global 24x7 multi-channel support operations from the ground up.
- Deep familiarity with modern customer support platforms (e.g. Freshdesk, Intercom, Salesforce) and automation/AI tooling.
- Strong data-driven decision-making skills with a track record of improving NPS, CSAT, and other core metrics.
- Experience driving continuous improvement initiatives including contact reduction, self-service enablement, and first-response time optimization.
- Excellent stakeholder management skills with a track record of influencing product/engineering teams without direct authority.
- Strong technical acumen—comfortable managing technical support teams, understanding product architecture, and engaging with engineers.
- A roll-up-your-sleeves attitude—comfortable being hands-on and solving complex issues in a high-growth, fast-paced startup environment.
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
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