Director, Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the Client Support team, comprising Client Advocates and Technical Support Analysts.

• Offer daily guidance and communication to staff to ensure Client Support tickets are addressed and resolved in line with departmental best practices.

• Continually assess processes and procedures; suggest improvements to enhance operational efficiency and service for both internal and external clients.

• Support the VP of Client Experience in managing the Client Support team, including analyzing performance, forecasting, staffing, training, scheduling, and recognition initiatives.

• Collaborate with the VP of Client Experience to create and document work procedures and processes for the Client Support team that align with company and departmental standards, procedures, and strategic goals.

• Provide statistical and performance insights to the VP of Client Experience.

• Enhance the Client Support team's utilization of technology, including ticketing systems, automation tools, and AI agents.

• Act as the senior point of escalation for all client-related issues.

• Serve as the leadership liaison between the Client Support and Engineering teams.

• Engage in corporate and cross-functional initiatives such as product launches, strategic projects, and change management.

⛳️ Requirements

• Over 10 years of experience in a technical capacity.

• More than 3 years of experience in a team lead or managerial role, overseeing direct reports in technical positions.

• In-depth knowledge of process improvement, strategic planning, and project management methodologies.

• Exceptional writing, communication, problem-solving, and analytical abilities at a senior level.

• Strong teamwork skills, effective time management, and the ability to multitask.

• Capability to collaborate with multiple internal departments.

• Proficient in managing ambiguity and working independently; highly organized and self-motivated.

• Familiarity with MS Windows and MS Office (including email), as well as internet browser functionalities.

• Experience with databases, APIs, and SQL troubleshooting.

• Proven track record of implementing AI solutions.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.