ClickUp24 дня назад
Director, Technical Support
Полная занятостьУдалёнка
Обязанности
- 01Total ownership of technical support strategy, execution, and outcomes
- 02Lead, mentor, and scale a global team of technical support managers and representatives
- 03Establish and drive KPIs for resolution quality, speed, customer satisfaction, and team health
- 04Serve as the primary bridge between Support and Product/Engineering
- 05Collaborate with Engineering on bug triage, escalation workflows, incident response, and root cause analysis
- 06Represent the voice of the customer in product and engineering forums
- 07Drive a forward-looking strategy leveraging AI to scale support quality and efficiency
- 08Build and iterate on AI-powered workflows for triage, diagnostics, and resolution
- 09Design and optimize escalation paths, on-call processes, and incident management workflows
- 10Partner with Support Operations on tooling, reporting, and workforce planning
Требования
- 018+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies
- 02Proven track record of building and scaling high-performing global technical support teams
- 03Deep experience partnering with Product and Engineering organizations
- 04AI-native mindset with demonstrated success using AI tools and automation to scale operations
- 05Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting
- 06Data-driven leader who uses metrics to inform strategy and prioritize investments
- 07Excellent communication skills with the ability to influence senior stakeholders
- 08Strategic thinker who can set direction and solve problems
- 09Passion for building exceptional customer experiences and developing talent