Sr. Director Support EMEA & APAC

Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

This is where you and your skills come in. We're currently looking for a Senior Director of Customer Support Delivery in our Sofia, Bulgaria office to lead and transform the support we provide to customers across all RingCentral products in the EMEA and APAC regions. As the Senior Director of Customer Support Delivery, you will provide strategic leadership to customer support operations spanning multiple countries and time zones. You'll leverage your leadership, operational, technical, and relationship building skills to deliver best-in-class support to RingCentral customers while ensuring alignment with global support strategy and regional business objectives.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
 

Key responsibilities:

• Lead customer support delivery for all RingCentral products and solutions across EMEA and APAC regions, serving customers across all segments (Small Business, Mid-Market, Enterprise)

• Manage and develop support leaders and teams across multiple countries to deliver exceptional customer experiences and achieve regional performance targets

• Develop and maintain strategic stakeholder relationships with leaders across Product, Engineering, Go-to-Market, Customer Success, and Retention teams in both EMEA and APAC regions

• Partner closely with global support leadership to ensure regional operations align with worldwide support strategy while meeting local market needs

• Oversee complex, cross-regional programs to drive continuous improvement, optimize support delivery, and align operations to business objectives and product evolution

• Lead collaborative efforts with Product and Engineering teams to identify, quantify, and escalate regional customer insights and product opportunities back to global teams

• Establish regional metrics and goals that support global objectives, drive operational excellence, and ensure consistent delivery of world-class customer support

• Integrate support operations with regional go-to-market strategies and retention initiatives to maximize customer satisfaction and business outcome

To succeed in this role you must have experience in:

• Proven experience leading complex, multi-regional customer-facing organizations at scale

• Minimum of 15 years of experience leading customer support, customer success, sales, or operations teams across multiple countries/regions

• Experience managing through multiple layers of leadership and building high-performing distributed teams

• Bachelor's Degree or equivalent experience

Desired Qualifications:

• Experience in the tech or telecommunications industries, particularly with global Customer Support, Customer Success, Product Management, or Regional Operations

• Proven track record leading EMEA and/or APAC regional operations with deep understanding of local market dynamics

• Exceptional ability to develop relationships with cross-functional partners across regions, align on strategic solutions, and deliver measurable customer outcomes

• Strong analytical skills to draw insights from regional data, recommend strategic paths forward, and influence both regional and global teams to improve customer experience

• Experience integrating support operations with go-to-market, product, and retention strategies

• Comfortable working across multiple time zones in a fast-paced, agile environment while driving transformational change to customer experiences

We offer:

• Well-coordinated professional team;

• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth;

• Additional Health and Life Insurance Package;

• 25 vacation days;

• 200 BGN food vouchers per month

• 120 BGN gross to be paid with the salary for working expenses allowance.

 

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily.  As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

 

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.