Director, Technical Support

Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.

Outreach is a privately held company based in Seattle, Washington, with offices worldwide. To learn more, please visit www.outreach.io. 

About the Team

The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience.  

The Role

As the Director of Technical Support, you will be a key member of the support leadership team and will oversee all aspects of service delivery for a team of 70 support engineers worldwide. You will implement a disciplined operational approach to ensure progress against goals, champion strategic initiatives to optimize our support processes, and utilize technology to ensure efficient delivery of timely, effortless, and effective solutions. This role will collaborate with organizations across Outreach, including product, engineering and go to market to influence roadmaps, surface customer insights and champion customer causes. 

Location

We prefer that this individual be based near one of our main office sites (Seattle or Atlanta) and have a regular presence in the office. However, we will consider remote candidates that are exceptionally well qualified. 

• Leading, mentoring and developing a 24x7 global technical support team of managers, engineers, and specialists.  
• Driving daily execution and long-term strategies that align with the company’s objectives, customer needs and industry best practices.  
• Establishing key performance indicators (KPIs) and measurable goals for the department, ensuring accountability and continuous improvement.  
• Acting as a bridge between customer-facing teams and internal stakeholders, translating technical issues into actionable insights for product and development teams.  
• Creating a connected, motivated and performance driven technical support organization that understands their mission and the importance of their work. 
• Attracting and retaining high-performance teams by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals. 

• 8+ years of experience managing and scaling SaaS-based technical support teams in customer-obsessed, fast-paced environments.
• A track record of setting high standards and meeting and exceeding objectives.
• A data-driven team builder with a strong sense of ownership that can balance technology driven automation with people-led interactions to create exceptional customer service experiences.
• Forward thinker in leveraging AI-powered tools such as predictive analytics chatbots, and automation to streamline processes.
• Able to balance short-term business needs with long-term strategic focus.
• Experienced in building balanced scorecards and operational dashboards that surface the most important KPIs for regular review and management.
• Excellent executive presence and ability to collaborate with and influence Product, Engineering and GTM leadership.
• A proven leader in guiding teams through extensive change management, effectively navigating large-scale operational transformations to reach new levels of service intelligence. Skills at implementing new processes, technologies and cultural shifts while keeping teams aligned, motivated and focused on the end goals.
• Proven experience managing Global teams and large-scale customer support operations.
• Exceptional leadership, coaching and mentoring skills with a focus on team development.
• Deep understanding of technical support best practices, including service methodologies, technical troubleshooting and incident management.
• A relentless customer advocate with a bias towards action.

Why You’ll Love It Here

• Flexible time off

• 401k to help you save for the future

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• A parental leave program that includes options for a paid night nurse, and a gradual return to work

• Infertility/ assisted reproductive services benefit

• Employee referral bonuses to encourage the addition of great new people to the team

• Snacks and beverages in the Office, along with fun events to celebrate

• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.