Director, Support

Director of Support Company: Tricentis Location: Manila, National Capital Region, Philippines Employment type: Full-time Seniority level: Director Job function: Other Industries: Software Development Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI‑based continuous testing portfolio provides a new, fundamentally different way to perform software testing—totally automated, codeless and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs and improving software quality. Widely credited for reinventing software testing for DevOps, cloud and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner and IDC. Key Responsibilities Represent the APAC region in executive meetings and global strategic planning, ensuring alignment with overall company goals and objectives. Lead, mentor and develop a high‑performing global customer support team, fostering a culture of accountability, customer retention, rigorous onboarding, continuous learning and excellence. Implement strategies to improve customer retention and key support metrics such as response time, resolution rates and customer satisfaction scores. Partner closely with global counterparts to align on scaled approaches to process, policy and tools / systems design and usage. Utilize customer retention and time‑to‑value metrics, analytics and customer feedback to drive continuous improvements and develop proactive support strategies. Partner with regional support leaders and cross‑functional partners (including product, sales, post‑sales and marketing teams) to ensure optimal customer retention and advocate for product enhancements based on customer insights and analytics captured through support engagement. Drive key KPIs, metrics and accountability resulting in best‑in‑class benchmarks for a high‑functioning support organization. Contribute to the global support culture as the APAC team supports clients in all time zones and works with various Tricentis teams worldwide. Qualifications 10+ years of experience in customer support. 5+ years people management experience in a fast‑paced, high‑growth enterprise software environment. Experience managing and developing managers, leaders and teams. Strong expertise in customer support technologies, CRM systems and AI‑driven automation tools. Demonstrable leadership, communication and stakeholder management skills. Data‑driven mindset with a deep understanding of customer experience metrics. Ability to travel internationally as needed. Key Competencies Customer retention mindset with a bias to engage customers. Run toward change: ability to constantly challenge the status quo, positioning the company for world‑class customer retention, scalability and competitive advantages. Strategic thinking and problem‑solving. Strong leadership and team‑building skills. Excellent communication and interpersonal abilities, both written and verbal. Benefits Market competitive salary + success‑oriented bonus. Day 1 HMO coverage with 3 free dependents. Hybrid work arrangement. Work with the market leader in model‑based automation testing. Supportive and engaged leadership team. Commitment to diversity and inclusion runs deep; actively seek out those with different perspectives. Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law. #J-18808-Ljbffr