Director, Customer Support - Americas

Dream Big.  Go Beyond. Be Unstoppable.

About Us

Kyriba is a global fintech leader empowering CFOs and finance teams with cloud-based treasury, payments, and risk management solutions. We serve 3,000+ customers worldwide, managing $15 trillion in payments annually and helping businesses optimize liquidity performance across the enterprise.

We're on a mission to become the most sought-after cloud technology company globally.  We think big, innovate relentlessly, and challenge the status quo every day. If you are a problem-solver who’s ready to push boundaries and achieve more than you thought possible-you'll find an exceptional career within an extraordinary business.

Why This Role Matters

** Ideal candidate will be based in or commutable to NYC (US) or Mexico City, (MX) **

As Support Director, Americas, you will define and drive operational excellence for Kyriba Support across the region, building a high-performing leadership team, strengthening customer relationships, and ensuring regional support operations are fully aligned with Kyriba’s global support strategy. You will own and shape the end-to-end customer support strategy for the region, ensuring the organization operates as a scalable, insight-driven engine of customer trust, retention, and long-term value.

You will lead through leaders—developing and empowering Support Managers—while setting the strategy, operating model, and performance standards that enable teams to deliver fast, empathetic, and consistently high-quality resolutions at scale, in close alignment with your peer Support Directors across other regions. By aligning people, processes, and priorities, you will evolve support from a reactive function into a proactive, value-creating partner across the customer lifecycle.

You will be accountable for business-critical outcomes, including SLA performance, CSAT, quality, and cost efficiency. Through data-driven root-cause analysis and a strong focus on operational excellence, you will continuously improve the support system while partnering closely with Product, Engineering, and Customer Success to translate customer signals into product improvements, reduce friction at the source, and protect the reliability of our customers’ core business operations.

Key Outcomes & Success Measures

At Kyriba, we pride ourselves on driving exceptional outcomes for our customers.  In your first 18-24 months, success in this role looks like:

• Exceptional Customer Satisfaction: Achieve and maintain CSAT ≥90%, positioning Kyriba as the industry leader in customer experience.

• Operational Excellence: Improve first-contact resolution (FCR) to ≥85% and reduce average time-to-resolution by ≥25% through AI, automation, and process optimization.

• Global Scalability: Build and scale the regional support operations to serve a growing customer base, with min 95% SLA achievement for the region.

• Team Excellence: Build a high-performing, engaged regional Support team with ≥85% employee engagement and a robust leadership pipeline.

What You’ll Do

To achieve these outcomes, you will:

Team Leadership & Development: 

Build, lead, and scale a high-performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline. Establish leadership standards for managers in their own organization, succession planning, and development frameworks that enable long-term growth and operational resilience.

Customer Support Performance & Experience: 

Own end-to-end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy. 

Operational Excellence & Continuous Improvement: 

Define and evolve the support operating model in your region, driving continuous improvement through data-driven insights, root-cause analysis, and scalable best practices in alignment with the Global Support Strategy. 

Case, Escalation & Incident Management:

Own the end-to-end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision-making during critical customer-impacting events. Act as the senior escalation point and partner closely with the Incident Management teams to drive resolution, communication, and post-incident learning.

Cross-Functional Partnership & Business Impact: 

Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight. Ensure Support is aligned with broader business objectives, risk management, and customer retention strategies

What You Should Bring to be Successful

• Bachelor's degree (MBA or advanced degree preferred), with 7+ years of leading regional or global multi-channel customer service teams and managers in fast-growing SaaS organizations.

• Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction, and operational performance.

• A proven track record of building high-performing leadership teams in SaaS, FinTech, or technology-driven organizations, fostering engagement, inclusion, and continuous development through coaching, feedback, and clearly defined growth paths..

• A deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes. Able to remain calm, decisive, and credible under pressure and during critical escalations.

• Exceptional communication and organizational, with the ability to clearly synthesize and present support performance, risks, achievements, and improvement opportunities to senior leaders and stakeholders.

• Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success to resolve systemic issues and drive shared outcomes.

• Comfortable navigating ambiguity and complexity in a fast-paced, high-growth environment, with a mindset oriented toward continuous improvement and operational excellence.

• Up to 15% travel required, including international travel.

Why You’ll Love This Role

• You will shape critical customer moments at scale, empowering both customers and teams while driving outcomes that matter - every day, at scale.

• As a senior leader, your insights, decisions, and customer signals can directly inform Kyriba’s Customer Success and Product strategies, with visible and measurable impact on retention, trust, and growth.

• You’ll join a collaborative, mission-driven environment where leadership is trusted, perspectives are valued, and customer success is a shared responsibility across talented, committed colleagues.

• You will lead a world-class team and build a culture of excellence, innovation, and customer advocacy.

• You will mentor and grow leaders, embed a customer-first mindset across the organization, and see the direct results of your work reflected in both team success and customer outcomes.

• This role offers strong visibility, stretch opportunities, and the chance to tackle complex challenges—while continuing to develop your leadership capabilities and being recognized for your impact.

  

Our Values Guide Everything We Do

• Think Big & Constantly Innovate: We have the confidence to think big, embrace change, challenge the status quo, and continuously evolve - incorporating new technologies and driving industry progress.

• Put our Customers’ Needs First: We are passionate about delivering the highest value for our customers and supporting them with end-to-end care throughout their journey with us.

• Act with Integrity: Integrity is at the heart of everything we do. We take personal responsibility for our actions, own our decisions, and honour each other’s contributions. We empower each other through honesty, respect, trust and transparency.

• Work as One Team: We are driven by our common goals and share in each other’s successes and failures, learning and working together as a team where everyone can bring their best selves.

• Strive for Excellence while Having Fun: We enjoy tackling new challenges together, and revel in continuous improvement as we deliver, with ultimate professionalism, the very best for our customers, while exceeding our own expectations.

At Kyriba we value pay transparency and fairness.

For new hires, the annual base salary range for this role is: $154,900.00 - $195,925.00 annual salary based on a full-time schedule. Salary can progress beyond this range through sustained performance and demonstrated success in the role. In addition to base pay, this position may be eligible for variable compensation (eg. performance bonus or commission-based plan) and/or a long-term incentive. The final package will be determined by factors such as skills, experience and qualifications. Kyriba also offers a comprehensive range of health, welfare and wellbeing benefits designed to support both your professional and personal life.

Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, and genetic information. See EEO Law.

If you require a reasonable accommodation to complete any part of the application or interview process, or to perform essential job functions, please contact us at [email protected].

Requests will be handled confidentially and in accordance with applicable local laws.