[Remote] Senior Director, Customer Support at Drata

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SoftwareIndustries

Requirements

High-impact leadership experience in customer support
Experience with AI-powered workflows, intelligent automation, and scalable systems
Proven track record of delivering industry-leading responsiveness, quality, and customer satisfaction
Strong cross-functional leadership skills, with experience partnering with Product, Engineering, Customer Success, and Security
Ability to scale processes, automation, and systems to support rapid enterprise growth
Experience with tooling strategy and implementation, including Intercom, Jira, Sigma, and internal systems
Strong analytical and problem-solving skills, with ability to provide actionable insights to leadership
Experience with team development, coaching, and training programs
Strong communication and interpersonal skills, with ability to lead communications and coordination during high-severity incidents
Experience with knowledge management strategy and documentation

Responsibilities

Own support strategy, operations, performance, and team development
Lead a high-performing support team with a history of 98%+ CSAT
Oversee the global support operating model, including tiering, workflows, routing logic, SLAs, and escalation governance
Set support KPIs, service-level expectations, and team goals
Lead forecasting, capacity planning, workforce management, and staffing strategy
Ensure the support operating model meets enterprise-grade standards for uptime, reliability, and incident readiness
Mentor and develop support managers and team leads
Recruit and scale a diverse, high-performing support team aligned to Drata’s growth
Drive automation and AI-enabled support workflows to reduce manual effort and expand self-service
Implement and optimize AI-powered capabilities to improve efficiency and accelerate resolution times
Own tooling strategy and partner with engineering for enhancements and custom tooling
Eliminate single points of failure through systematization, documented processes, and cross-training
Own the knowledge management strategy and ensure comprehensive, up-to-date documentation
Lead the team through escalations, critical incidents, and high-stakes interactions with CISOs, CTOs, CIOs, and compliance leaders
Maintain Drata’s industry-leading customer satisfaction ratings through operational rigor and continuous improvement
Oversee the classification and escalation of product issues, ensuring high-quality root cause analyses and structured feedback loops
Partner closely with Product, Engineering, Customer Success, and Security to ensure customers receive clear, fast, and accurate support

Skills

Key technologies and capabilities for this role

Customer SupportLeadershipStrategyOperationsTeam DevelopmentAI-powered workflowsIntelligent automationScalable systemsCross-functional leadershipProcess ScalingAutomationWorkforce ManagementForecastingSLAEscalation Governance

Drata

Automates security and compliance processes

About Drata

Drata provides a platform that automates security and compliance processes for companies, helping them achieve and maintain continuous compliance with standards like SOC 2, ISO 27001, and HIPAA. The platform works by integrating with over 75 different technologies to continuously monitor a company's security posture and collect evidence needed for compliance audits. This automation reduces the need for manual tasks, such as taking screenshots and managing spreadsheets, making the compliance process more efficient. Drata primarily serves fast-growing technology and SaaS companies that face challenges in managing compliance due to rapid growth and complex regulations. Unlike its competitors, Drata focuses on providing a comprehensive, integrated solution that ensures clients are always audit-ready. The goal of Drata is to simplify compliance management, allowing businesses to save time and resources while building trust with their customers.

San Diego, CaliforniaHeadquarters

2020Year Founded

$319.2MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Health benefits

Learning enrichment stipends

Flexible PTO

Work from home stipend

401k

Parental leave

Risks

Integration challenges from acquisitions like oak9 may disrupt service delivery.

AI-generated responses in compliance may face client resistance over accuracy concerns.

Rapid platform expansion could strain infrastructure, risking service outages.

Differentiation

Drata automates compliance with over 75 technology integrations, streamlining audit readiness.

Founded in 2020, Drata focuses on continuous compliance for fast-growing tech companies.

Drata's AI-driven solutions reduce manual compliance tasks, enhancing efficiency and accuracy.

Upsides

Drata's acquisition of oak9 integrates compliance into the software development lifecycle.

AI Questionnaire Automation accelerates sales cycles by minimizing security review delays.

Strategic alliances, like with 360 Advanced, expand Drata's market reach and service offerings.

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