Awardco

Director of Global Support

Lindon, Utah · Director

Sponsorship not specifiedDetected 36 days ago

Agentic AISalesforcePerformance ManagementCustomer SupportLeadershipCommunicationMentoring

About the role

Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone.
And as winners of Glassdoor's Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk.
Why Awardco: - We have a revolutionary, client-approved product. - One of the fastest growing companies in the nation: 3x Inc.

Our Client Success team is consistently one of the highest-rated parts of the Awardco experience because we don't just support clients; we partner with them.
As we scale globally and bring AI capabilities deeper into the user experience, we're building a faster, smarter, AI-agent-augmented support model, and this leader owns that journey end to end.
Define and drive the multi-phase roadmap to migrate chat, email, and phone support to an AI-agent-augmented model, starting with agent-assisted article surfacing, case structuring, and deflection, then advancing to deeper platform-data-aware automation.

Experience standing up AI governance, guardrails, and human-in-the-loop review for customer-facing automation.
Experience in SaaS, HR tech, or recognition and rewards.
Familiarity with knowledge-base migration and KCS-style content practices.
Partner cross-functionally with Product and Engineering on the data access and platform connectivity required to mature the agentic experience over time.
Must-Haves
4+ years leading customer support or service organizations, including experience leading managers (a people-leader of leaders).
A proven track record migrating a support department from traditional chat, email, and phone to an agentic, AI-augmented experience. Not theory, but a real transformation you've led.
Demonstrated success scaling support teams globally across channels and regions.
Hands-on experience automating support workflows and driving measurable case deflection without degrading CSAT.
Strong, modern people leadership: hiring, coaching, performance management, and change leadership through ambiguity.
Fluency translating agentic capabilities into business outcomes, with comfort operating in AI- and agent-enabled environments and partnering with Product and Engineering.
A data-driven operator who lives in dashboards, scorecards, and telemetry to manage both humans and agents.
An insistence on best-in-class customer service as a non-negotiable standard.
Strongly Preferred / Bonus

Earnest curiosity, a bias to experiment, an ownership mindset, and resilience through change.
As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts-especially our own employees!

Great Place to Work certified, ranked in Inc. Best Workplaces, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
Backed by renowned investors, both local and national.

This listing is sourced directly from Awardco's careers page and normalized into a canonical job model.