Description:
As the Director of Technical Support, you will be responsible for scaling and evolving our Tier 1 Technical Support organization to support a rapidly growing, global customer base. You will define the strategy, structure, and operational framework required to deliver consistent, high-quality support at scale.
In this role, you will lead through leaders, drive operational excellence, and shape how we leverage AI and automation to transform support delivery. You will partner cross-functionally with Product, Engineering, Sales, and Customer Success to ensure a seamless, customer-centric experience while building a high-performing, future-ready organization.
What You’ll Do
Location: Peachtree Corners, GA (Greater Atlanta Area) - 4 days in-office required
Reports to: Sr. Director, Global Support
Direct Reports: 15, with 1-2 Team Leads
Operations Leadership
- Lead and develop technical support leaders and their teams, providing strategic direction, coaching, and organizational guidance.
- Drive functional KPI performance in accordance with department and corporate objectives.
- Ensure escalations reach an effective resolution. This may entail coordinating with and working with other departments, including sales, customer success and accounting to resolve issues.
- Analyze, manage, and implement performance metrics, scorecards, and reporting to assess team and individual performance.
Quality Assurance, Training, And Process Improvement
- Review top issues & trends from Salesforce, JIRA, and other systems to identify opportunities for improvement & training
- Collaborate with training team and senior department leadership on QA and Training strategy to ensure program effectiveness
- Identify areas of improvement and lead process optimization initiatives to enhance efficiency and customer satisfaction.
Customer Experience And Advocacy
- Analyze and understand customer needs based on survey feedback, call monitoring and LLM analysis
- Demonstrate excellent project management skills and partner with internal groups including Customer Success, PSO, and Sales to ensure a superb customer experience.
- Collaborate with product and development teams to relay customer feedback and influence bug/defect and feature request strategies
- Develop and implement strategies to elevate the customer experience and improve CSAT/NPS
Team/Work Force Management
- Recruit, train, and motivate a high-performing team, fostering a culture of collaboration and accountability.
- Provide regular feedback, performance evaluations, and support to team members.
- Manage team schedules, real-time adherence, and other WFM duties.