SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Keyfactor is seeking a Regional Director of Customer Support to lead a large, multi-team support organization across the United States. This is a director-level role combining technical expertise with leadership accountability for regional performance, operational excellence, and strategic alignment.
You will be responsible for ensuring consistent, high-quality customer support delivery aligned with SLAs and KPIs. Key responsibilities include:
• Leading regional support teams and managing performance across multiple managers and senior managers
• Owning regional KPIs, SLAs, and customer outcomes with full accountability
• Handling high-severity and executive-level customer escalations with strong communication and resolution focus
• Driving proactive customer communication, issue prioritization, and escalation management
• Identifying product failure areas and partnering with Product and Engineering to drive improvements
• Analyzing support trends and recurring issues to inform continuous improvement initiatives
• Implementing structured problem management practices to identify root causes and long-term solutions
• Overseeing critical incident resolution and ensuring stakeholder alignment during high-impact events
• Establishing operational governance through reporting, dashboards, and consistent cadences
• Collaborating with senior leadership, Engineering, and Product to align regional execution with global strategy
• Recommending and implementing tools, infrastructure improvements, and operational efficiencies (including AI)
• Promoting cross-team collaboration and sharing best practices across the region
Keyfactor's mission is to securely connect the world—humans, machines, and AI—by providing trust infrastructure for AI and machines. The company helps enterprises and government agencies control cryptographic identities that safeguard digital interactions. The culture emphasizes moving fast, thinking big, and supporting one another, with benefits including Second Fridays off, comprehensive global benefits, paid parental leave, competitive time off, wellness resources, and professional development opportunities.
REQUIREMENTS:
• Bachelor's degree or equivalent experience
• 10+ years of related work experience with expert technical knowledge in functional area(s)
• Typically 5+ years of management experience
• Proven experience leading large, multi-team support organizations including managers and senior managers
• Demonstrated experience owning regional performance including KPIs, SLAs, and operational outcomes
• Experience driving cross-functional initiatives and operational improvements
• Strong leadership, organizational management, and decision-making skills
• Strong communication skills with ability to engage executive stakeholders and customers
• Ability to analyze performance data and drive improvements
• Ability to manage performance at scale across multiple teams
• Ability to align teams, remove blockers, and drive accountability
• Ability to influence cross-functional stakeholders and drive outcomes
• Deep understanding of support operations, KPIs, SLAs, and performance management
• Strong knowledge of product environments, customer use cases, and industry practices
• Must be legally authorized to work in the United States
