Director of Technical Customer Support

Job Description

Key Responsibilities

• Lead the transformation and ongoing maturity of a multi-region customer support function.
• Build and develop high-performing leaders and geographically dispersed teams.
• Drive governance, standardisation and continuous improvement across support operations.
• Establish meaningful KPIs focused on SLA performance, customer satisfaction, technical performance, quality and operational efficiency.
• Partner closely with Product, Engineering and Customer Success to improve the end-to-end customer experience.
• Lead complex technical escalations while implementing proactive improvements to reduce future issues.
• Champion automation, self-service capabilities and knowledge management initiatives.
• Prepare support teams for new product releases through structured enablement and readiness programs.

About You

You’ll be an experienced leader from an enterprise software / SaaS environment, or a complex commercial business, with a track record of building and transforming customer support organisations.
You’ll bring:

• Significant experience leading customer support, customer care or technical support functions.
• Experience managing large, geographically dispersed teams through multiple layers of leadership.
• A strong operational mindset with experience improving service delivery, governance and support processes.
• Demonstrated success partnering with Product, Engineering and Customer Success teams.
• Strong commercial acumen with excellent stakeholder management and executive communication skills.
• Experience driving organisational change within a complex technology business.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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