Associate Director, Customer Support

Sprinto is an AI-native GRC platform that helps organisations manage risks, audits, vendor oversight, and continuous monitoring from a single connected platform. With a team of 350+ employees serving 3,000+ customers across 75+ countries, Sprinto combines scale with expertise to deliver trust and compliance. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, we’ve raised $31.8M in funding to fuel our mission. Trusted by leading organisations including Whatfix, Anaconda, Ultrahuman, WeWork, AI Foundation, and HackerRank, Sprinto supports 300+ integrations and 200+ global security standards, including SOC 2, ISO 27001, GDPR, HIPAA, and PCI-DSS. Founded in 2020 by second-time entrepreneurs Girish Redekar and Raghuveer Kancherla, Sprinto is recognised as a Leader on G2 in Compliance Automation and has been named a LinkedIn Top Startup multiple years in a row. Sprint With Sprinters At Sprinto, your work has purpose — and your life has space. We are a workplace where you’re empowered to execute on your most ambitious ideas and deliver your best output in a fast-paced, innovative, and supportive environment. Joining Sprinto means you will never run alone; you will always have the freedom to take your shot and the support to go farther than you imagined. What The Role Involves? As the Associate Director of Customer Support at Sprinto, you’ll play a pivotal role in shaping and scaling a best-in-class support organization that is a competitive differentiator. You'll define the strategic direction of our global support operations, ensuring every customer interaction is fast, empathetic, and value-driven. Your leadership will directly impact customer satisfaction, retention, and long-term product success. This is a high-impact leadership role reporting to the VP of Customer Experience. You’ll oversee a growing team of support engineers and managers, while building scalable processes and tools to support Sprinto’s expanding global customer base and product suite. What Your Impact Will Look Like:

Define and own the long-term vision, mission, and roadmap for building a world class Customer Support team

Develop and implement a scalable, resilient 24x7 global support strategy across multiple channels (chat, email, in-app).

Identify, plan, and lead key programs such as inbound contact reduction, NPS uplift, and SLA optimization.

Champion a customer-obsessed culture across the organization—be the voice of the customer in cross-functional forums.

Analyze trends in support interactions to proactively address pain points and improve product usability and customer happiness. 

Partner with product and engineering teams to drive continuous improvement, influence roadmaps, and prioritize fixes based on support data.

Leverage automation, AI, and self-service to enhance speed, quality, and scalability of support.

Represent Customer Support in leadership meetings and cross-functional initiatives.

Build strong working relationships with Product, Engineering, Success, and Ops to align support efforts with company goals.

Collaborate on tooling requirements, process design, and automation projects to improve team productivity and customer outcomes.

Own the hiring, onboarding, enablement, and staffing strategy for support teams.

Build a high-performing, engaged support organization through coaching, feedback, and career development.

Manage and mentor support team leads and individual contributors, with a focus on growth, empowerment, and accountability.

Set and monitor key performance indicators (CSAT, SLA, backlog, quality scores) and ensure alignment with broader company objectives.

What You’ll Bring To The Team:

12+ years of experience in "customer support" OR "customer success" OR "client services" OR "technical support"

5+ years of experience with "B2B SaaS" OR "enterprise software" OR "software-as-a-service" company in a leadership role in "customer support" OR "customer success"

5+ years of experience managing a team of at least 10+ "customer support" OR "customer success" OR "support engineers" specialists

Must have experience building OR scaling "global support" OR "24x7 operations" OR "international support" OR "multi-timezone support"

Must have hands-on experience with "Freshdesk" OR "Intercom" OR "Salesforce Service Cloud" OR "Zendesk" OR "modern support platforms"

Must be data-driven AND have experience improving "NPS" OR "CSAT" OR "customer satisfaction" OR "support metrics" OR "KPI improvement"

Must have experience with "contact reduction" OR "ticket deflection" OR "self-service" OR "knowledge base" OR "automation" OR "AI tools"

Must have "cross-functional" OR "stakeholder management" OR "product collaboration" OR "engineering partnership" experience without direct authority

Must have "hands-on" OR "roll up sleeves" OR "startup" OR "high-growth" OR "fast-paced" OR "technical acumen" experience in support leadership

How We Care For Our Sprinters :

Work wherever you are: We’re 100% remote, so you get to choose if you want to work from home, cafe, hills or beaches.

Co-working, on the house: If co-working is your jam, we offer a generous annual allowance of up to INR 14,000 annually* for social working.

We care about your learning: We are invested in seeing you grow, and commit USD 1000 annually to help you level up your skills.

We count your spark, not your leaves: We care about you not just as an employee, but as a person. So if you need a reset, make use of Unlimited leaves.

Your Safety Net, Woven in: We take care of the what-ifs. From health insurance with coverage up to INR 10 lakh for you and your family, to accident protection of an additional INR 10 lakh, and life insurance worth 3× your annual salary, our benefits wrap you and your family in protection so you can focus on thriving.

Workspace setup of your dreams: Work from anywhere, and if that’s home, we’ll chip in INR 35,000 to help you create a space that’s as effortless as your workflow.