Director, Technical Support

The Opportunity

This senior role, reporting to the SVP of Customer Experience, requires both strategic thinking and a focus on execution. This leader will need to easily shift between thought leadership and rolling up their sleeves to engage in hands-on support resolution. We're looking for an operational and results-focused leader with a passion for delivering great customer experiences.

This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to manage and scale a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability and growth.

This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates. You’ll be a Customer Service/Support expert with a proven experience of driving transformations and building teams.

Your Job Responsibilities

What you will be doing:

Strategic Leadership

• Develop and drive the overall strategy for global technical support and portfolio offerings to drive exceptional customer experience and retention
• Establish and monitor key performance indicators (KPIs) including CSAT, SLAs, resolution time, escalations, ticket backlog etc.
• Build, manage and evolve a robust and comprehensive end-to-end support processes to meet overall goals and KPIs
• Identify trends and research themes to advocate for holistic solutions to improve the customer experience
• Create processes and use metrics to provide customers with highly effective and responsive support

Team & Operational Management

• Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems
• Lead and mentor a global team of Technical Support Engineers, Leads and Managers across US and India
• Create a customer-centric culture among the support team
• Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team

Customer Advocacy & Escalation Management

• Serve as a point of escalation for high-impact technical issues, working cross-functionally with Engineering, Product and Customer Success teams
• Manage key escalations both internally and externally
• Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations
• Act as the voice of the customer within the organization, and share customer feedback with Product and Engineering

Cross-function Collaboration

• Collaborate with Product and Engineering teams to constantly improve processes and solve escalated technical issues
• Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation
• Work with internal stakeholders such as Product Management, Engineering, Customer Success, Professional Services, and Sales to enhance customer experience

Process Improvement

• Leverage AI and automation capabilities to drive improvements in processes and customer experience
• Own and evolve the knowledge base and self-service support channels
• Collaborate with Content / Knowledge Base team to identify content to be created that can help with case deflection and improve customer experience

Your Skillset

What makes you a great fit for the team:

• Built and managed a global team of 30+ technical support engineers. Experience managing distributed teams based in the US and India
• Proven experience leading technical support for SaaS products
• 10+ years in customer facing technical support, or customer success roles
• 7+ years of people management, has experience in developing and leading technical support teams
• Experience working closely with leaders from Engineering, Product on bug tracking, escalations, and product quality improvements
• Have created and evolved a support organization from a start-up stage to larger scale
• Proven experience building partnerships with cross functional leaders from Product, Engineering, Sales and Customer Success
• Managed support teams for various customer segments sizes: Enterprise, Commercial, SMB 
• Experience with Support, CRM and data analytics platforms preferred e.g., 
  • Zendesk, JIRA 
  • Salesforce
  • Other intranet software - Jive, Unily, Lumaps, Sharepoint
  • Database skills
  • Javascript, CSS, HTML
  • SSO (AD, Okta, OneLogin, etc.) Understanding of Oauth, SAML, etc.
• Strategic thinker with a hands-on approach to problem-solving
• Exceptional people management, mentoring, and team-building skills
• Excellent communication and interpersonal skills, with the ability to interface effectively with executives, customers, and engineers
• Strong analytical mindset; comfortable making decisions based on data and customer insights

We’d specially love to hear from you if:

• Strong understanding of cloud-based infrastructure especially AWS and web technologies 
• Proven experience building partnerships with cross-functional teams including Customer Success, Sales etc.
• Leveraged AI to transform the customer experience and enhanced productivity of the support team

Our job titles may span more than one career level. The starting base pay for this role is between $200k - $240k. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.

Simpplr is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.

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