Senior Director, Training & Support

Higharc

Sr. Director of Training & Support overseeing technical support and customer education for SaaS startup.

Posted 6/1/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Lead Support and Training strategy across time zones through organization design, escalations paths, coverage models, and operating cadence
Develop a High-Performing Team: Recruit, hire, train, and manage a team of training and support professionals who will become experts in the Higharc platform
Foster a culture of accountability, continuous improvement, and professional development
Work closely with the VP of Adoption to ensure alignment with the broader business strategy
Partner with the Product team to advocate for the voice of the customer and provide actionable feedback on platform functionality
Design onboarding programs that reduce implementation time and increase early adoption
Build role-based learning paths for admins, power users, and everyday users, driving ongoing adoption through enablement campaigns

Requirements

What you’ll need

10+ years in Support, Training, Enablement, or Customer Education in SaaS/technology, with 5+ years leading teams
Strong understanding of B2B SaaS delivery models, onboarding motions, and customer lifecycle
Hands-on experience with LMS / e-learning tools and building structured learning programs
Experience building certification programs and credentialing

Benefits

Comp & perks

comprehensive medical, dental, and vision coverage
unlimited PTO
meaningful maternity/paternity leave to all U.S based employees that are full-time
stipend to create the ideal home office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

team managementtraining strategyonboarding programslearning pathscertification programscustomer educationenablement campaignscontinuous improvementSaaS delivery modelscustomer lifecycle

Soft Skills

leadershipaccountabilitycommunicationcollaborationorganizational skillsproblem-solvingadaptabilitycoachingmentoringstrategic thinking