Technical Support Director, Simpplr

• We're looking for an operational and results-focused leader with a passion for delivering great customer experiences
• You’ll be a Customer Service/Support expert with a proven experience of driving transformations and building teams
• Built and managed a global team of 30+ technical support engineers. Experience managing distributed teams based in the US and India
• Proven experience leading technical support for SaaS products
• 10+ years in customer facing technical support, or customer success roles
• 7+ years of people management, has experience in developing and leading technical support teams
• Experience working closely with leaders from Engineering, Product on bug tracking, escalations, and product quality improvements
• Have created and evolved a support organization from a start-up stage to larger scale
• Proven experience building partnerships with cross functional leaders from Product, Engineering, Sales and Customer Success
• Managed support teams for various customer segments sizes: Enterprise, Commercial, SMB
• Experience with Support, CRM and data analytics platforms preferred e.g., Zendesk, JIRA, Salesforce, Other intranet software - Jive, Unily, Lumaps, Sharepoint, Database skills, Javascript, CSS, HTML, SSO (AD, Okta, OneLogin, etc.) Understanding of Oauth, SAML, etc
• Strategic thinker with a hands-on approach to problem-solving
• Exceptional people management, mentoring, and team-building skills
• Excellent communication and interpersonal skills, with the ability to interface effectively with executives, customers, and engineers
• Strong analytical mindset; comfortable making decisions based on data and customer insights

Desirable

• This senior role, reporting to the SVP of Customer Experience, requires both strategic thinking and a focus on execution. This leader will need to easily shift between thought leadership and rolling up their sleeves to engage in hands-on support resolution.
• This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to manage and scale a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability and growth
• This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates.
• Strategic Leadership:
• Develop and drive the overall strategy for global technical support and portfolio offerings to drive exceptional customer experience and retention
• Establish and monitor key performance indicators (KPIs) including CSAT, SLAs, resolution time, escalations, ticket backlog etc
• Build, manage and evolve a robust and comprehensive end-to-end support processes to meet overall goals and KPIs
• Identify trends and research themes to advocate for holistic solutions to improve the customer experience
• Create processes and use metrics to provide customers with highly effective and responsive support
• Team & Operational Management:
• Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems
• Lead and mentor a global team of Technical Support Engineers, Leads and Managers across US and India
• Create a customer-centric culture among the support team
• Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team
• Customer Advocacy & Escalation Management:
• Serve as a point of escalation for high-impact technical issues, working cross-functionally with Engineering, Product and Customer Success teams
• Manage key escalations both internally and externally
• Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations
• Act as the voice of the customer within the organization, and share customer feedback with Product and Engineering
• Cross-function Collaboration:
• Collaborate with Product and Engineering teams to constantly improve processes and solve escalated technical issues
• Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation
• Work with internal stakeholders such as Product Management, Engineering, Customer Success, Professional Services, and Sales to enhance customer experience
• Process Improvement:
• Leverage AI and automation capabilities to drive improvements in processes and customer experience
• Own and evolve the knowledge base and self-service support channels
• Collaborate with Content / Knowledge Base team to identify content to be created that can help with case deflection and improve customer experience