We are looking for a full-time Technical Support Director to join our team!! At Incident IQ our customers come first, and from time to time, they have technical questions that need resolution. Our Tech Support team is the front line of helping customers get resolution and get back up and running. If you are a world-class support leader who obsesses over ensuring customers keep running, we want to talk with you. We offer an energetic and collaborative environment where everyone’s opinion matters!

Role Description:

In this role, you will provide mentorship, direction, and empower the current support team to build strong and lasting relationships with our customers. You will hone in on the successes we’ve had, and ensure CSAT remains exceptional as the support team, processes, and tools scale with a growing customer base. You will support and coach the team in customer interactions with K-12 IT, maintenance, and operations directors and supporting staff to ensure timely resolution of issues impacting associated departmental workflows.

What you’ll do:

• Manage the day-to-day operations of a core team within the Support organization
• Ensure that standard operating procedures are built in a repeatable fashion to ensure we can mitigate and prevent escalations, delight our customers, and provide an exceptional employee experience
• Help lead the charge in developing and growing a world-class support organization by ensuring high customer satisfaction as measured by positive trends in NPS/CSAT and client retention
• Manage performance and growth plans of team members, working with them to develop and implement individual career development plans
• Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps
• Develop, measures, and manage customer support metrics such as quality of service, close rates, response times, and CSAT
• Communicate and develop relationships with the Product, Development, and Sales teams to prioritize and address high-priority technical issue
• Explore and implement additional support modalities as needed
• Develop and maintain a centralized repository (Internal Knowledge Base) of frequently asked questions and best practices to streamline communication to the larger team and expedite standardized responses to customer questions

Qualifications:

• You have 5+ years of experience leading remote teams in a customer or technical support setting (This experience includes creating a new team or significantly growing an existing team)
• Bachelor’s degree in business administration, information technology, or any relevant field
• You are an effective communicator with the ability to manage and implement change in a dynamic environment
• You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills
• You have demonstrated expertise in improving and scaling Technical Support processes, personnel, and methodologies
• An analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information on critical business metrics for senior-level stakeholders
• Proven track record of converting data-driven analytics to gain customer insights and familiarity with Key Performance Indicators for Customer Success
• Experience working in a SAAS environment

Huge perks!

• Benefits from day one
• Excellent work life balance
• Hybrid - 2 days in the office/3 days remote
• 2 locations - Atlanta and Alpharetta

Who we are:

Atlanta-based, Incident IQ is a SaaS workflow management platform built exclusively for K-12 schools that is transforming K-12 operations, including IT asset management, help ticketing, facilities maintenance solutions, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Millions of students and teachers in districts across the U.S. rely on the Incident IQ platform to manage and deliver mission-critical services.