Technical Support Director

hace 3 horas


San Francisco, Heredia, Costa Rica Smarsh A tiempo completo

About Smarsh

Smarsh is a leading provider of digital communication compliance and analytics solutions, empowering businesses to manage risk and unlock intelligence in their digital communications.

We are seeking an experienced Technical Support Director to lead our Global Technical Support leadership team. This role provides strategic direction for support delivery, customer satisfaction, and service excellence.

Responsibilities

The Senior Manager, Technical Support will be responsible for:

  • Leading frontline and backline support delivery teams to ensure adherence to SLAs/SLOs
  • Providing input to definition and execution of support delivery strategy
  • Understanding business problems and driving client success and failures with related products/services
  • Driving consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning
  • Cross-functional collaboration and leadership to resolve escalated issues and proactively improve supportability of products and services
  • Building high-performing teams by attracting, developing, and retaining talent
  • Recommending workflow, platform, and support channel improvements to enhance the customer experience

Requirements

The ideal candidate will have:

  • 7+ years of experience in technical support, with 3-5 years successfully leading technical support organizations
  • Possession of a BS/BA degree in a technical-related field or industry/career equivalent experience
  • Passion for helping customers and team members succeed
  • Exceptional verbal, written, and interpersonal communication skills
  • Time management, critical thinking, and creative problem-solving skills

What We Offer

Smarsh offers a competitive salary range of $120,000 - $180,000 per year, depending on experience. This estimate may vary based on location and other factors. If you are a motivated and experienced leader looking to join a dynamic company, please submit your application.



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