Director of Technical Support, LearnUpon
Maternity Cover
3 days a week in office
Business learning platform
Job no longer available
Business learning platform
201-500 employees
Job no longer available
3 days a week in office
201-500 employees
Company mission
To revolutionise corporate learning.
Role
Who you are
- 8–10+ years in technical support roles within a SaaS or similar environment
- 5+ years in a leadership or director-level capacity managing global teams
- Experience working with AI and automation in customer support (chatbots, LLMs, ticket classification, predictive analytics)
- Strong technical acumen with knowledge of SaaS architectures, APIs, cloud platforms (AWS, Azure, GCP), and integrations
- Proficiency with support ticketing platforms (e.g., Zendesk, Intercom, Jira)
- Highly analytical and data-driven; able to identify trends and use metrics to drive decisions
- A hands-on, “get-it-done” mentality with a willingness to dive into systems, data, and processes to drive improvements
- Strong communication, and stakeholder management skills across technical and non-technical teams
- Comfortable interfacing with customers and executives, particularly in escalation scenarios
- Technical fluency or strong interest in areas such as SQL, web applications, and e-learning platforms is a plus
What the job involves
- LearnUpon is looking for a Director, Technical Support to join our team for a maternity cover contract (approx 12-14 months)
- We’re looking for a hands-on, strategic leader to manage and grow our global technical support function
- Reporting to the VP, Customer Experience, you will be responsible for ensuring high levels of customer satisfaction, optimizing support operations, and introducing scalable solutions, particularly through AI and automation
- You will drive initiatives that not only improve responsiveness and resolution time but also position our support function as a key differentiator in the SaaS space
- Lead, mentor, and scale a global technical support team
- Drive excellence in performance through key metrics (CSAT, FRT, MTTR) and quality benchmarks
- Develop onboarding, coaching, and career development programs to retain top talent
- Foster a culture of ownership, accountability, and customer empathy
- Develop and execute a roadmap for implementing AI-powered support tools (e.g., AI chatbots, NLP ticket routing, automated diagnostics)
- Evaluate and implement AI-drive third-party solutions
- Partner with Security, IT, and Business Intelligence to integrate generative AI and predictive analytics into the customer support stack
- Champion the expansion of scalable self-service tools such as intelligent knowledge bases and proactive issue detection systems
- Serve as an executive point of contact for high-priority customers and support escalations
- Lead root cause analysis and cross-functional coordination across Product, Engineering, and CX to drive issue resolution
- Provide actionable customer insights to influence product roadmap and customer success strategy
- Design and implement support strategies to serve a growing, global customer base—including Priority, Enterprise, and Strategic accounts
- Forecast staffing, technology, and budget needs in alignment with business growth
- Develop and operationalize a multi-tiered support model incorporating all LU’s customer facing tech stack
Application process
- Qualified applicants will be invited to schedule a 30-minute call
- Successful candidates will then be invited to a series of practical interviews
- Finally, candidates will have a short interview with our COO
- Successful candidates will be contacted with an offer to join our team
Our take
Creating internal training that is engaging and productive is a daunting task for many businesses. To help with this, LearnUpon supplies a platform to create, manage and track team training programs - that works for enterprises and large-scale businesses.
With LearnUpon, businesses can boost employee engagement while delivering training at scale. Its approach has been well-received, with the company serving the likes of TripAdvisor, Logitech and Booking.com, and it has earned a reputation as a trusted partner in employee training.
In order to strengthen its brand presence and highlight its unique value in the market, LearnUpon has invested heavily in media and marketing efforts. After a period of impressive growth, it has now acquired AI course creator Courseau, enabling it to launch new tools that can convert organisational knowledge into structured employee learning.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2020
$55.4m
GROWTH EQUITY VC
Jan 2016
$0.7m
SEED
Total funding: $56.7m
Company benefits
- Work in a fun and supportive environment with regular team events
- Excellent career progression – take LearnUpon where you think it can go
- Structured learning environment
- Employer Contributed Pension
- Private health insurance
- 25 days annual leave + 1 annual company wellness day off
- Flexible Working Arrangements
Company HQ
Arran Quay, Dublin, Ireland
Leadership
Brendan Noud
(CEO & Co-Founder)Previously worked as a Senior Consultant at BearingPoint, and was a Project Manager at WBT Systems.
Des V. Anderson
(CTO & Co-Founder)Previously worked as a Senior Implementation Consultant & Web Developer at WBT Systems.
Salary benchmarks
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