Director of Customer Support

Shield is a global startup, with offices in Tel-Aviv, New-York, London, and Lisbon.

We’re growing and looking for another important piece of the puzzle.

Is it you?

As an experienced Director of Customer Support, you will lead our customer support team and deliver world-class support to our rapid growing customer base. You will play a crucial role in ensuring high levels of customer satisfaction, optimizing support processes, and fostering a customer-centric culture within the team.

This role requires a balance of hands-on management and strategic oversight with a focus on performance metrics, team development leading to customer satisfaction.

The ideal candidate will possess exceptional leadership skills, a strong background in enterprise customer support and a passion for creating outstanding customer experiences.

We can’t promise it will be easy, but definitely exciting and most importantly – FUN.

Let’s get down to business:

What you’ll do:

• Lead, mentor, and develop a team of technical support engineers. Fostering a culture of continuous improvement and excellence
• Define and implement support processes, procedures, and best practice to ensure efficiency, consistency and high-quality service delivery
• Monitor and report on key metrics such as case resolution times, customers satisfaction and SLA compliance
• Handle escalations, ensuing complex issues are handled effectively and in a timely manner leading to rapid resolution
• Collaborating tightly with our product team, Cloud Ops , Project managers and Customer Success managers to ensure alignment and effective communication and resolution of customer issues
• Conduct regular coaching and performance reviews to guide the team members in their professional growth and development
• Manage the onboarding and training of new team members, ensuring they are equipped with the knowledge and tools needed to be successful.
• Oversee resource allocation, ensuring the team is adequately staffed to meet demand while managing workloads effectively
• Implement knowledge sharing initiatives to foster cross team collaboration and ensuring consistent communication of best practices
• Develop and maintain detailed documentation of processes, escalation paths and support workflows.
• Drive continuous improvement initiatives based on feedback, data analysis and evolving business needs.
  
  

Requirements:

• Over 5 years of experience in a director role, specializing in technical or customer support.
• Demonstrated success in building and leading high-performing support teams.
• Extensive experience working with enterprise-level customers, ensuring top-tier service.
• In-depth knowledge of support metrics, SLAs, and core customer support principles.
• Proven ability to manage and mentor team members across remote locations.
• Exceptional communication, interpersonal, and leadership skills that drive team success.
• Proficiency in support tools, CRM systems, and ticketing platforms.
• Skilled in data analysis, trend identification, and making data-driven decisions.
• Methodical thinker with a strong grasp of industry best practices.
• Proactive and solution-oriented, with advanced problem-solving capabilities.
  
  

Hey, you made it all the way here!

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.

We are a post Series B startup with some of the largest financial organizations in the world as investors and customers. Our platform analyzes digital interactions to do good in the world: we help protect market integrity and people’s financial assets.

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It’s what we do at Shield every day, and not just for our customers, but for everyone we work with. It’s all about creating a world where people understand and trust each other.