Director of Software Support

Your challenge:

• Lead the expansion and scaling up of the global customer support function, amplifying its visibility and impact while fostering a culture of accountability and growth within the team.
• Deliver on critical support metrics/KPIs that deliver the best customer experience, support employee experience, and productivity.
• Build strong relationships and collaborate closely with Engineering, Product, Customer Success and Services teams to streamline processes and optimize workflows of support services.
• Oversee regular operational reviews, including performance, productivity, and continuous improvement progress.
• Develop strategies to manage cost and scale without sacrificing quality of service.
• Analyze and optimize support operations - drive a culture of continuous improvement.
• Continually evolve the Support organization focusing on operational issues, staffing, policy and packaging and employee development, as well as goal setting. 
• Recruit, develop, motivate and accelerate the success of the support team.

Requirements:

• Demonstrated leadership experience in a technical support or customer success environment, with a focus on scaling support operations.
• Strong understanding of software deployment processes, including both on-premises and cloud-based solutions, and the ability to navigate complex deployment scenarios.
• Proven track record of driving process improvements and implementing scalable solutions to address evolving business needs.
• Ability to thrive in a fast-paced, dynamic environment with the flexibility to adapt to changing priorities and requirements.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and continuous improvement.
• Experience working with international teams and customers across different time zones
• Passion for technology and customer success, with a commitment to delivering exceptional support experiences and driving customer satisfaction.