Sr. Director Support EMEA & APAC at RingCentral

Bulgaria

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Communications, SaaSIndustries

Requirements

Proven experience leading complex, multi-regional customer-facing organizations at scale
Minimum of 15 years of experience leading customer support, customer success, sales, or operations teams across multiple countries/regions
Experience managing through multiple layers of leadership and building high-performing distributed teams
Bachelor's Degree or equivalent experience
On-site presence at the Sofia, Bulgaria office 4 days a week
Desired Qualifications
Experience in the tech or telecommunications industries, particularly with global Customer Support, Customer Success, Product Management, or Regional Operations
Proven track record leading EMEA and/or APAC regional operations with deep understanding of local market dynamics
Exceptional ability to develop relationships with cross-functional partners across regions, align on strategic solutions, and deliver measurable customer outcomes
Strong analytical skills to draw insights from regional data, recommend strategic paths forward, and influence both regional and global teams to improve customer experience
Experience integrating support operations with go-to-market, product, and retention strategies
Comfortable working across multiple time zones in a fast-paced, agile environment while driving transformational change to customer experiences

Responsibilities

Lead customer support delivery for all RingCentral products and solutions across EMEA and APAC regions, serving customers across all segments (Small Business, Mid-Market, Enterprise)
Manage and develop support leaders and teams across multiple countries to deliver exceptional customer experiences and achieve regional performance targets
Develop and maintain strategic stakeholder relationships with leaders across Product, Engineering, Go-to-Market, Customer Success, and Retention teams in both EMEA and APAC regions
Partner closely with global support leadership to ensure regional operations align with worldwide support strategy while meeting local market needs
Oversee complex, cross-regional programs to drive continuous improvement, optimize support delivery, and align operations to business objectives and product evolution
Lead collaborative efforts with Product and Engineering teams to identify, quantify, and escalate regional customer insights and product opportunities back to global teams
Establish regional metrics and goals that support global objectives, drive operational excellence, and ensure consistent delivery of world-class customer support
Integrate support operations with regional go-to-market strategies and retention initiatives to maximize customer satisfaction and business outcome

Skills

Key technologies and capabilities for this role

Customer Support OperationsLeadershipTeam ManagementStakeholder ManagementOperations ManagementPerformance MetricsCross-functional CollaborationStrategic Alignment

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

This role requires on-site presence at the Sofia, Bulgaria office 4 days a week to support effective collaboration and teamwork.

What experience is required for this Senior Director role?

Candidates must have proven experience leading complex, multi-regional customer-facing organizations at scale, a minimum of 15 years leading customer support, customer success, sales, or operations teams across multiple countries/regions, and experience managing through multiple layers of leadership.

Where is the office location for this position?

The role is based in the Sofia, Bulgaria office.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior Director position?

A strong candidate will have proven leadership in multi-regional customer support at scale, at least 15 years of experience managing teams across countries, and skills in operational excellence, stakeholder relationship building, and aligning regional operations with global strategies.