Drata

Senior Director, Customer Support

Drata

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $229,300 - $310,300 per year

Job Level

Senior

Tech Stack

Cloud

About the role

  • Own the global support operating model, including tiering, workflows, routing logic, SLAs, and escalation governance, ensuring it scales with enterprise growth.
  • Set support KPIs, service-level expectations, and team goals (CSAT, FRT, TTR, backlog, deflection rate) and provide actionable insights to leadership.
  • Lead forecasting, capacity planning, workforce management, and staffing strategy.
  • Ensure the support operating model meets enterprise-grade standards for uptime, reliability, and incident readiness, particularly for customers with strict compliance and audit timelines.
  • Mentor and develop support managers and team leads; build a culture of performance, accountability, and continuous improvement.
  • Elevate team capabilities through structured coaching, skill development, and training programs.
  • 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—including intelligent chatbots, workflow automation, and generative AI agents—to improve efficiency, accelerate resolution times, and increase ticket deflection.
  • Own tooling strategy across Intercom, Jira, Sigma, and internal systems; 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, ensuring comprehensive, up-to-date documentation that enhances self-service and internal enablement.
  • Lead the team through escalations, critical incidents, and high-stakes interactions with CISOs, CTOs, CIOs, and compliance leaders.
  • Lead communications and coordination during high-severity incidents, including executive-level briefings for CIOs, CISOs, CTOs, and other critical stakeholders.
  • Ensure proactive communication, tight coordination with CS and Product, and strong root-cause resolution practices.
  • 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 that translate frontline insights into product reliability and roadmap improvements.
  • Partner closely with Product and Engineering on issue classification, RCA, roadmap inputs, and platform reliability.
  • Collaborate with Customer Success, PS, and Sales Engineering to deliver a seamless customer journey across the lifecycle.
  • Translate customer insights into strategic recommendations that influence roadmap, processes, and GTM motions.
  • Quantify customer and business impact of recurring issues to inform prioritization, influence sprint allocation, and ensure high-impact defects are resolved with measurable improvements.

Requirements

  • 10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS
  • 5-8+ years leading and scaling global technical customer support teams
  • Experience supporting enterprise-grade SaaS platforms with strict SLAs, uptime requirements, and incident management protocols.
  • Proven track record delivering high CSAT, low response/resolution times, and strong operational outcomes
  • Strong executive communication skills, with comfort interacting with C-suite and technical stakeholders
  • Experience running escalations and incident response with engineering and product stakeholders
  • Deep expertise in support tooling, workflows, analytics, and automation
  • Hands-on experience applying AI in support environments such as chatbots, automation workflows, or generative AI assistants to scale support capacity and improve deflection.
  • Understanding of compliance, security, or GRC environments (preferred)
  • Familiarity with Intercom, Jira, Sigma, and modern AI/automation tooling and familiarity with modern support ecosystems such as Zendesk or Salesforce Service Cloud.(preferred)
Benefits
  • Health & Wellness: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
  • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
  • 100% paid short and long term disability plus life + AD&D benefits
  • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
  • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
  • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
  • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
  • 401K: Reach your financial goals while reducing your taxes

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportcapacity planningworkforce managementincident managementroot cause analysisautomationAI-enabled supportservice-level agreementscustomer satisfactionperformance metrics
Soft skills
leadershipmentoringcommunicationcollaborationcoachingstrategic thinkingproblem-solvingaccountabilitycontinuous improvementexecutive communication