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Job Description
Simpplr is seeking a Director of Technical Support to lead and scale a world-class support organization. This role requires strategic thinking, a focus on execution, and a passion for delivering great customer experiences. The Director will manage and develop high-performing teams, create a culture of collaboration, and drive transformations in the Customer Support strategy. This role reports to the SVP of Customer Experience and will significantly influence the overall customer experience.
What this role involves:
- Developing and driving the overall strategy for global technical support.
- Establishing and monitoring key performance indicators (KPIs).
- Building, managing, and evolving robust support processes.
- Recruiting, inspiring, and developing team members.
- Managing key escalations and fostering strong customer relationships.
- Collaborating with Product and Engineering teams to improve processes.
- Leveraging AI and automation to drive improvements in customer experience.
Requirements:
- Experience building and managing a global team of 30+ technical support engineers.
- Proven experience leading technical support for SaaS products.
- 10+ years in customer-facing technical support or customer success roles.
- 7+ years of people management experience.
- Experience working closely with leaders from Engineering and Product.
- Experience with Support, CRM, and data analytics platforms (e.g., Zendesk, JIRA, Salesforce).
- Strong understanding of cloud-based infrastructure, especially AWS and web technologies.
What Simpplr offers:
- A hybrid work model.
- Opportunity to lead and transform a customer support organization.
- Chance to work with leading organizations and contribute to their employee experience.
