Director of Technical Support

Description

The Customer Experience department’s mission is to provide amazing service, creatively and efficiently resolving customer challenges at scale. A key piece of us reaching our mission is you, our fearless Director of Technical Services. Reporting to the VP of CX, you will play a pivotal role in ensuring our customers receive world-class support and technical assistance. Responsible for leading a diverse and geographically distributed team of technical support professionals, you will ensure the delivery of superior service to our diverse client base. Your strategic vision, leadership, collaboration, and partnership with CX and company functions will be essential in making us a customer service staple in the world of SaaS and in general.

About The Role

• Leadership with Impact: You'll lead, guide, and inspire a global team of technical support professionals
• Shaping Technical Customer Experiences at Scale: Aligned with our overarching mission, crafting and executing a visionary customer experience strategy will be your mission.
• Empowering Support: Your passion for prompt and effective solutions will ensure customer issues are swiftly addressed and service level agreements are met and surpassed consistently
• Building Bridges: Forge strong partnerships with cross-functional teams to strengthen the customer journey, making it seamless and unforgettable
• Embracing Innovation: As an advocate for progress, you'll lead initiatives that drive continuous improvement and adopt cutting-edge technologies.
• Technical Voice of the Customer: Champion the needs and aspirations of our customers, making their voices resonate within the organization
  
  

• Inspirational Leadership: With 10+ years of visionary leadership experience in customer support/experience or technical services, you possess the prowess to build and cultivate high-performing global teams
• Cross-functional impact: You can make drive change and impact cross-functionality globally, both within an outside CX, including R&D teams
• Tech Savvy Trailblazer: Your strong technical background, particularly in the SaaS industry, enables you to navigate complex challenges effortlessly.
• Communicator Extraordinaire: Your exceptional communication, analytical, and strategic skills enable you to articulate ideas with precision and clarity
• Passion for Customer Excellence: Your relentless drive for customer satisfaction sets you apart as a customer-centric champion
• Committed, Ego-Free Team Player: As a member of the organization's executive leadership team, build and cultivate strong relationships with leaders within the organization
• Constant Learner: always on top of the industry's best practices and trends.
• People-Centric: You believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunities across the globe.
• Fluency in English and Hebrew