Director of Technical Customer Support, Finout
$140-190k
OTE
3 days a week in office (Midtown Manhattan, NY)
All-in-one FinOps solution
Open for applications
All-in-one FinOps solution
21-100 employees
Open for applications
$140-190k
OTE
3 days a week in office (Midtown Manhattan, NY)
21-100 employees
Company mission
To build the ultimate modern-day ERP system.
Role
Who you are
- Technical Expertise: Finout is a highly technical product servicing a technical persona. Experience with AWS, GCP, and Azure administration is critical, along with a strong understanding of APIs, data structures, and integration workflows (e.g., REST, JSON, XML)
- Technology & Platform Expertise: Experience using and optimizing best of breed CRM & Support technology (Salesforce, Hubspot, Pylon, JIRA, etc.) is preferred. Experience leveraging AI for customer support is a huge plus
- Proven Leadership: 5+ years of experience in technical customer support leadership is required, with a proven track record of success
- Hyper-Growth SaaS Expertise: Demonstrated success in delivering exceptional support within a high-growth SaaS environment. Experience scaling and building teams at an early stage is a huge plus
- Customer-First Approach: Deep empathy for customer needs and a commitment to delivering exceptional service at every stage of the customer journey
- Exceptional Communication: Strong interpersonal and communication skills to effectively collaborate with cross-functional teams and engage with customers
- Educational Background: Bachelor's degree in Business, Computer Science, or a related field, or equivalent experience
What the job involves
- As the Director of Technical Customer Support at Finout, you will lead and scale our global technical support operations. This role will be responsible for ensuring we uphold an exceptional support experience, scaling our team across two primary geographies (NYC & Tel Aviv), and implementing processes and workflows to further support our customers, partners, and internal stakeholders
- This role will be accountable for escalation management, SLAs, time to ticket resolution, and customer satisfaction (CSAT)
- This role requires a strategic leader who can drive operational efficiency, foster a culture of customer obsession, and contribute to overall business growth. You will collaborate cross-functionally with Finout Leadership, R&D, Product, and Customer Success to deliver a seamless and proactive support experience
- Your leadership will contribute directly to customer satisfaction, retention, and advocacy as Finout continues to scale
- Technical Customer Support Strategy: Develop and implement a scalable strategy to deliver consistent, high-quality service across all customer segments and geographies
- Leadership and Team Development: Recruit, train, and mentor a high-performing global team, fostering a culture of accountability, collaboration, and professional growth
- Metrics and Performance Management: Define, track, and analyze key performance indicators (KPIs) such as CSAT, time to resolution, and support ticket volume. Monitor and act on opportunities for improvement & refinement
- Escalation Management: Lead and resolve critical customer escalations with a proactive, solution-driven approach, ensuring timely resolutions and excellent communication throughout the process
- Operational Excellence: Design and optimize support processes, tools, and workflows to enhance response times, resolution rates, and overall customer satisfaction
- Knowledge Management: Oversee the creation and maintenance of a comprehensive knowledge base to empower customers with self-service resources and support agents with training materials
- Customer Advocacy: Act as the voice of the customer, collaborating closely with Product and R&D teams to prioritize feedback and drive product improvements
Our take
Founded in 2021, Finout specialises in FinOps, providing comprehensive tools to manage and optimise cloud costs for companies of all sizes. By integrating with major cloud providers like AWS and Microsoft Azure, Finout offers detailed visibility into cloud spending, enabling efficient cost allocation and optimisation.
The platform stands out for its robust features, including instant tagging and zero-fee cost optimisation, which help businesses reduce cloud expenditures by almost half without the need for coding or tag changes.
The company has successfully expanded its customer base to include major brands like Lyft and Choice Hotels . It has also raised substantial funding which will be used to enhance the platform, grow the team, and continue innovating in the FinOps space.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Jan 2025
$40m
SERIES C
May 2024
$26.3m
SERIES B
Total funding: $89.3m
Company benefits
- Private Health Insurance (including Dental , vision and life insurance)
- 401K Plan
- Office Hybrid model - 2 times a week working from home
- Unlimited PTO!
Company HQ
Tel Aviv-Yafo, Tel Aviv District
Leadership
Roi Ravhon
(CEO)Previously worked through several roles at Logz.io, most recently as Director of Core Engineering.
Asaf Liveanu
(CPO)Worked as a Full Stack Developer for Taboola and Core Product Manager for Logz.io.
Yizhar Gilboa
(CTO)Prior work includes Head of Data Science at Planck and Data Scientist at Zebra Medical Vision.
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