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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 report to the SVP of Customer Experience and will significantly influence the overall customer experience.
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.
- Leading and mentoring a global team of Technical Support Engineers, Leads, and Managers.
- 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:
- Built and managed 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.
Simpplr offers:
- A strategic role that will help transform the Customer Support strategy.
- Opportunity to contribute to high CSAT scores and high retention rates.
- A chance to lead and mentor a global team.
- A flexible Hub-Hybrid-Remote model.
