Director, Support Services

📋 Description

• Lead and expand a multi-tiered Customer Support organization, encompassing Help Desk (Tier 1) and Technical Support (Tier 2).

• Oversee 24x7x365 support operations, including after-hours and emergency escalation coverage.

• Supervise Help Desk performance to guarantee prompt triage, response, and resolution of customer inquiries.

• Serve as the senior escalation point for critical incidents and significant customer issues.

• Manage the complete ticket lifecycle, ensuring that issues are tracked, prioritized, and resolved effectively.

• Establish and maintain a structured support backlog with clear prioritization and accountability.

• Collaborate closely with the Client Account Management team to ensure customer issues are well understood, appropriately prioritized, and resolved in a timely manner, with effective communication back to the customer-facing team throughout the support lifecycle.

• Define and uphold SLAs, response times, and support standards.

• Collaborate with Engineering, Product, and Technical Services to prioritize and resolve issues.

• Ensure clear documentation and communication of issues to facilitate efficient cross-functional resolution.

• Monitor and report on key support metrics, including response time, resolution time, and backlog health.

• Promote continuous improvement of support processes, workflows, and tools.

• Identify, implement, and advocate for the use of AI-enabled tools, automation, and workflow enhancements to boost support team efficiency, minimize manual effort, expedite ticket triage and resolution, and enhance the overall customer support experience.

• Develop and maintain support documentation, playbooks, and standard operating procedures.

• Lead, mentor, and cultivate a high-performing support team with strong accountability and responsiveness.

• Conduct root cause analysis on recurring issues and initiate long-term solutions and product enhancements.

• This individual must be willing and able to handle escalations after hours and assist the team with incoming issues as needed.

⛳️ Requirements

• 6–10 years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or technology environment.

• 2–5 years of experience managing or leading support teams, including Tier 1 (Help Desk) and/or Tier 2 support.

• Hands-on experience with ticketing systems and support workflows (e.g., Zendesk, Jira, Freshdesk, or similar).

• Proven ability to manage ticket queues, backlogs, and prioritization in a fast-paced environment.

• Experience with customer escalations and critical incidents, demonstrating strong judgment and problem-solving skills.

• Familiarity with 24/7 support models, on-call rotations, or after-hours escalation processes.

• Working knowledge of incident management, SLAs, and support performance metrics.

• Demonstrated ability to perform mid-level technical troubleshooting, including diagnosing issues with logs, identifying configuration or integration problems, and isolating root causes prior to escalation.

• Experience working collaboratively with Engineering, Product, and Technical teams to resolve issues and enhance systems.

• Strong organizational skills with the capacity to manage multiple priorities and adapt to shifting demands.

• Ability to analyze support trends and drive process improvements.

• Experience in developing or maintaining support documentation, SOPs, and knowledge bases.

• Comfortable working in technical environments (APIs, integrations, SaaS platforms) without needing deep engineering expertise.

• Preferred experience with AI-enabled support tools, automation platforms, or workflow optimization technologies to enhance support team efficiency, expedite ticket triage, strengthen knowledge management, and reduce manual administrative workload.

• Excellent communication skills, with the ability to clearly articulate technical issues to both technical and non-technical stakeholders.

• Bachelor’s degree or equivalent practical experience.

• Must be able to pass FBI fingerprinting and background checks in multiple states.

🏝️ Benefits

• Offers Bonus

• Benefits

• Flexible Time Off