Job Summary
A company is looking for a Director, Client Technical Solutions to lead their Technical Support and Customer Support teams.
Key Responsibilities
- Oversee daily operations of Technical Support & Customer Support teams, ensuring timely issue resolution and adherence to service level agreements (SLAs)
- Develop and implement support strategies, workflows, and documentation to enhance service efficiency and excellence
- Monitor key performance metrics and drive continuous improvement in customer service and technical support processes
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 5+ years of experience managing a technical support team or customer care operation, preferably in SaaS, energy, or eCommerce
- Proven ability to develop and optimize support workflows and knowledge bases
- Experience with customer support tools and CRM systems
- Strong analytical skills with a collaborative leadership style
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