Associate Director/Director - Technical Support at Interface AI

Interface.ai is seeking a highly technical and experienced Associate Director/Director - Technical Support to lead their customer support team. In this role, the candidate will ensure that customers in the US receive exceptional support for AI-driven SAAS products. He will be leading a team of Technical Support Engineers based in India.He will be responsible for developing and executing support strategies, collaborating with cross-functional teams, and driving improvements to enhance customer satisfaction and product quality.What this role involves:

• Leading and managing the customer support team.
• Developing and implementing support strategies.
• Ensuring the support team meets key performance metrics.
• Handling escalated customer issues.
• Analyzing support data to identify trends.
• Working closely with product and engineering teams.
• Developing and maintaining support documentation.
• Managing support operations to ensure coverage for US business hours.

Requirements:

• 12+ years with a minimum of 6 years in technical support and at least 2 years in a leadership role managing support teams.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Strong technical background with a solid grasp of software systems, programming and scripting, software architecture, and cloud technologies.
• Hands-On Experience Debugging and Resolving Issues.
• Excellent written and verbal communication skills, with fluency in English.
• Strong analytical capabilities to interpret support data, identify trends, and implement improvements.
• Familiarity with customer support tools such as Zendesk, Freshdesk, or similar platforms.

What this role offers:

• Opportunity to work with cutting-edge AI technology.
• Chance to lead and develop a high-performing support team.
• Impact on customer satisfaction and product quality.