Director of Support Services

What You Will Do:

• Leadership and Team Management:
• Provide strategic leadership to the Support team, setting clear goals and ensuring alignment with the company's overall objectives.
• Lead, mentor, and inspire a team of support managers and engineers to provide exceptional customer support.
• Foster a collaborative and high-performance culture within the Support organization, focused on customer satisfaction and continuous improvement.
• Service Excellence:
• Oversee the delivery of world-class support services to our customers, ensuring prompt and effective issue resolution.
• Establish and maintain service level agreements (SLAs) to meet or exceed customer expectations.
• Drive continuous improvement initiatives to enhance support processes and workflows.
• Customer Advocacy:
• Act as a customer advocate within the organization, conveying customer needs and feedback to relevant stakeholders.
• Collaborate with product development teams to provide insights for product improvement based on customer interactions, experiences, and trends.
• Operational Efficiency:
• Optimize support operations to ensure efficient resource utilization and scalability.
• Implement and manage best practices, technologies, and tools to enhance team productivity and customer satisfaction.
• Implement and enhance best practices related to knowledge management and knowledge-centered service (KCS) methodologies.
• Collaboration:
• Collaborate with the Subscription Services leadership team to ensure that Support strategies align seamlessly with the objectives and goals of Subscription Services.
• Collaborate with the Go to Market and Product teams to understand customer requirements and align support service offerings accordingly.
• Coordinate with other departments to ensure seamless customer interactions and issue resolution.
• Metrics and Reporting:
• Define and monitor key performance indicators (KPIs) to gauge the effectiveness and efficiency of the Support team.
• Provide regular reports and updates to the executive team on support performance.
• Presentation of key details about the operation to upper management, including Monthly and Quarterly Business Reviews on the strategic and operational status of the business

What You’ve Done

• At least 10 years of management experience, ideally, 3-5 years in a Director role.
• Proven experience in a leadership role within a 24x7x365 support environment.
• Exceptional interpersonal and communication skills.
• Demonstrated ability to lead and inspire teams to achieve outstanding results.
• Strategic thinking and the ability to translate business goals into actionable support strategies.
• Experience with implementing and optimizing support technologies.
• PL management experience.

What Will Make You Stand Out

• Vision - you lead with clarity, confidence, and a solution-oriented attitude
• Humility - you keep your ego and self-interests in check
• Credibility - you are trusted and respected among your peers
• Accountability - you are answerable for accomplishing work and goals, and you own your decisions and actions
• Strategic - you prudently plan priorities to align with business objectives, both internally and in alignment with organizational objectives and customer needs
• Level-headedness - you are cool, calm, and collected, especially in times of chaos and unrest
• Levity - without it, our job environment is no better than a sweatshop
• Willingness and availability to travel at least six times per year, including International travel