We are seeking an exceptional candidate to join our team as a Director of Support. The ideal candidate will have a proven and consistent record of leading global support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT). The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Director of Support, you will play a pivotal role in driving excellence, developing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients.
Responsibilities
- Drive Technical Support outcomes, efficiency, and KPIs.
- Represent thought leadership in the global support organization
- Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
- Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options.
- Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently.
- Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
- Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
- Analyze Customer trends and adopt knowledge-centric support standard processes.
- Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements.
- Proven track record of building Center of Excellence (CoE) in India
- Ability to clearly and efficiently interact or present with executive C-Level management.
Preferred Qualifications & Skills:
- BS or MS in Computer Science, or equivalent experience.
- 15+ years experience in a technical support environment, handling highly sophisticated software issues.
- 10+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
- Practical experience handling multiple global support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
- Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization
- Must be capable of dealing confidently and professionally at the executive level internally and with customers.
- Consistent track record in leading sophisticated processes and driving continuous process improvement.
- Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
- Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.
All your information will be kept confidential according to EEO guidelines.
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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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