Associate Director / Director, Product 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 200+ employees & helping 1000+ Customers across 75+ Countries. We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 32 Million USD in funding including our latest Series B round.

The Role
Customer Support is a strategically crucial function for Sprinto. This is a leadership role in our global Customer Support team. An individual playing this role would need to take responsibility for the KPIs and OKRs of the global Customer Support function.
The role requires cross-functional collaboration as well as superior execution and communication skills in a fully-remote setup.

Some key responsibilities of the role

    • Own the KPIs and OKRs of the global customer support function
    • Create and own an execution plan that aligns with the vision for the Customer Support function, as the business scales from ~$10M to $50M+
    • Provide guidance and mentorship to other leads and managers across all regions
    • Own the Hiring, Enablement and Performance assessment processes for all team members

Some key requirements of the role

    • 8+ years of overall experience, with significant experience in building / scaling customer support teams for a global customer base (round-the-clock)
    • Strong preference for prior experience in a product-first, tech B2B SaaS company (i.e. customers are tech-forward businesses)
    • Exceptional planning & execution skills, in order to succeed in a fully remote, distributed team
    • Strong Asynchronous communication + Change Management skills, again due to the entire team being remote and distributed

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
Moreover, the Sprinto product has an NPS of 60+. To know what our customers have to say about us, you can read more here. To learn more about us: www.youtube.com/@ask_vc_partnership

Customers - Sprinto Learn how Sprinto helps fast-growing cloud companies implement security compliance programs and complete compliance audits without slowing down.