Director, Customer Support - Americas

Dream Big. Go Beyond. Be Unstoppable.About UsKyriba is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, and risk management solutions. We serve 3,000+ customers worldwide, managing $15 trillion in payments annually and helping businesses optimize liquidity performance across the enterprise.We're on a mission to become the most sought-after cloud technology company globally. We think big, innovate relentlessly, and challenge the status quo every day. If you are a problem-solver who’s ready to push boundaries and achieve more than you thought possible-you'll find an exceptional career within an extraordinary business.Why This Role MattersAs Support Director, Americas, you will define and drive operational excellence for Kyriba Support across the region, building a high-performing leadership team, strengthening customer relationships, and ensuring regional support operations are fully aligned with Kyriba’s global support strategy. You will own and shape the end-to-end customer support strategy for the region, ensuring the organization operates as a scalable, insight-driven engine of customer trust, retention, and long-term value.You will lead through leaders—developing and empowering Support Managers—while setting the strategy, operating model, and performance standards that enable teams to deliver fast, empathetic, and consistently high-quality resolutions at scale, in close alignment with your peer Support Directors across other regions. By aligning people, processes, and priorities, you will evolve support from a reactive function into a proactive, value-creating partner across the customer lifecycle.You will be accountable for business-critical outcomes, including SLA performance, CSAT, quality, and cost efficiency. Through data-driven root-cause analysis and a strong focus on operational excellence, you will continuously improve the support system while partnering closely with Product, Engineering, and Customer Success to translate customer signals into product improvements, reduce friction at the source, and protect the reliability of our customers’ core business operations.Key Outcomes & Success MeasuresAt Kyriba, we pride ourselves on driving exceptional outcomes for our customers. In your first 18-24 months, success in this role looks like:Exceptional Customer Satisfaction: Achieve and maintain CSAT ≥90%, positioning Kyriba as the industry leader in customer experience.Operational Excellence: Improve first-contact resolution (FCR) to ≥85% and reduce average time-to-resolution by ≥25% through AI, automation, and process optimization.Global Scalability: Build and scale the regional support operations to serve a growing customer base, with min 95% SLA achievement for the region.Team Excellence: Build a high-performing, engaged regional Support team with ≥85% employee engagement and a robust leadership pipeline.What You’ll DoTo achieve these outcomes, you will:Team Leadership & Development: Build, lead, and scale a high-performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline. Establish leadership standards for managers in their own organization, succession planning, and development frameworks that enable long-term growth and operational resilience.Customer Support Performance & Experience:Own end-to-end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy. Operational Excellence & Continuous Improvement: Define and evolve the support operating model in your region, driving continuous improvement through data-driven insights, root-cause analysis, and scalable best practices in alignment with the Global Support Strategy. Case, Escalation & Incident Management:Own the end-to-end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision-making during critical customer-impacting events. Act as the senior escalation point and partner closely with the Incident Management teams to drive resolution, communication, and post-incident learning.Cross-Functional Partnership & Business Impact:Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight. Ensure Support is aligned with broader business objectives, risk management, and customer retention strategiesWhat You Should Bring to be SuccessfulBachelor's degree (MBA or advanced degree preferred), with 7+ years of leading regional or global multi-channel customer service teams and managers in fast-growing SaaS organizations.Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction,