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Director of Global Customer Support
Posted on 2/17/2023
United States
Experience Level
Desired Skills
  • 5+ years of technical support experience, plus an additional 3+ years of managerial experience
  • BS degree or equivalent education plus experience
  • Proven track record of delivering top-rated customer support
  • Experience coaching, managing, and growing technical support teams, especially in a remote setting
  • Proven ability to manage challenging and complex customer interactions and escalations
  • Superior analytical and problem-solving skills
  • Excellent written and verbal communication skills with an ability to communicate complex technical concepts to a wide audience
  • Manage, lead, and develop our technical support team, overseeing managers that each have a team of direct reports
  • Develop, document, and implement support processes and metrics for the team across for customers on standard and premier support plans
  • Develop strategies, goals, and tactics to improve efficiency, improve customer experience, and deliver greater value to customers
  • Work in close relationship with the Development, Customer Success, Product Management, and other teams within the company to ensure all appropriate resources are aligned with providing the highest level of support
  • Design and enhance workflows departmentally and interdepartmentally to better meet and improve internal and external KPI's
  • Design, build, and report on departmental KPI's
  • Other duties as assigned
Desired Qualifications
  • Significant experience overseeing a global support team that includes members located in various locations (e.g., North America, Europe and Asia)
  • Experience leading support teams for enterprise-wide platform solution(s), especially in the Contract Lifecycle Management space or another platform that provides a no-code/low-code solution with significant integration capabilities
  • Significant experience solving complex business challenges with a demonstrated high degree of business acumen

201-500 employees

Contract lifecycle management platform