Director of Technical Support

Job Summary

A company is looking for a Director of Technical Support to lead and enhance their support function.

Key Responsibilities

• Own the Support strategy across various channels including in-app chat, email, and ticketing
• Redesign foundational systems for improved tagging, triage, and escalation protocols
• Build and manage a high-performing global support team to ensure coverage and efficiency

Required Qualifications

• 5+ years of experience leading technical support or help desk teams in a SaaS environment
• Proven success in managing and scaling distributed teams
• Strong experience with Zendesk or equivalent support platforms
• Ability to design and implement support processes and workflows
• Data-driven approach to capacity modeling and team planning