Sr. Director, Global Customer Support

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world’s leading companies.

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.
We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Sr. Director, Global Customer Support

Target total compensation ranges from $280,000 - $370,000, including a fixed annual salary of $215,000 - $262,500, an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

We are seeking an experienced Sr. Director of Global Customer Support to lead and evolve our global Technical Services organization to meet the sophisticated needs of our enterprise customers. This role combines strategic leadership with hands-on technical expertise to drive customer support success and team excellence in a fast-paced, evolving environment. As we continue to expand our enterprise customer base, you will be instrumental in scaling and maturing our support capabilities to deliver world class support and technical services.

Key Responsibilities:

• Build, mentor and inspire a high-performing, dispersed, team of Technical Services Engineers
• Own and optimize core support processes including ticket management, incident response and escalation procedures

• Establish and monitor performance metrics across all team levels with focus on CSAT and TTR improvements
• Create data-driven feedback loops to continuously improve team performance and service delivery

• Design and implement enterprise-grade support processes and service delivery models
• Develop specialized support tiers and programs for strategic enterprise accounts
• Create scalable frameworks for handling complex, multi-stakeholder technical challenges

• Act as senior escalation manager for critical customer issues
• Collaborate with Sales, Customer Success, Professional Services, Product and Engineering teams to ensure alignment on customer outcomes

• Partner with senior leadership to develop and execute the Technical Services team vision, mission and strategy
• Lead cross-functional initiatives to improve the customer experience and team efficiency

Requirements

About you:

• 10+ years of technical experience in enterprise software or SaaS support
• 5+ years in leadership roles
• Proven track record of building and leading high-performing technical support teams
• Demonstrated success managing globally distributed teams across multiple time zones and regions
• Experience developing and implementing career frameworks and competency models
• Proven ability to drive improvements in key metrics such as CSAT and TTR
• Strong capability to influence and build collaborative relationships with teams across Engineering, Product, Customer Success and other functional areas
• Track record of successful cross-functional initiatives and organizational alignment
• Experience with Object-Oriented Programming languages (Swift, Java, Ruby, Python), SQL or APIs
• Excellence in written and verbal communication with both technical and non-technical audiences
• Demonstrated success in enterprise customer relationship management

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance!
• Dog-friendly office
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team