Director of Technical Support

What You'll Do:

• Develop and execute Video Technical Support Team’s strategy, managing both strategic and tactical priorities on daily basis.
• Build a world class support team, organization and culture; one that delivers an exemplary experience and thrives on delighting customers.
• Build a scalable model that enables rapid growth of team and absorption of new products.
• Utilize metrics and KPIs to bring visibility of our customer experience to the organization, manage performance, and propose and drive to completion contact reduction and defect prevention initiatives.
• Provide recommendations in process, as well as product, through customer cases reporting and analysis.
• Liaise between our customers and product teams to enhance our offerings.
• Design, develop, and deliver new customer service and technical support offerings to delight our customers.
• Manage daily volume and 24X7 coverage model with leads to ensure customer cases are resolved in a timely and effective manner.
• Maintain and improve training for new and existing support team members to promote quick on-boarding as well quick understanding of new product rollouts.
• Mitigate customer escalation through developing direct customer resolution plans.
• Partner with Product and Operations teams on the software release process to promote operations and customer readiness.
• Motivate the team through coaching, career planning, and setting individual objectives.

Who You Are:

• 10+ years leading services and or support teams in a software company, preferably SaaS.
• Experience managing teams or products that support video features.
• Experience managing a multi-tiered support process with respect to customer and business need.
• Deep experience with call center systems.
• Passion for public sector success.
• Client focus – the desire and ability to understand the drivers of client needs.
• Exceptional communication and presentation skills, both written and oral, as well as strong technical and analytical aptitude.
• Desired – MBA and/or other certifications.
• Desired - Six Sigma Green or Black Belt.

Leadership Style:

• Desire to build and grow a team.
• Can do attitude with confidence to face business challenges head on.
• Honesty and integrity in all areas of business interactions.
• The capabilities of leading by example as well as by direction and vision.
• A desire for constant improvement. A progressive growth mentality.
• Capacity to handle challenging, escalated situations with calm demeanor and approach.
• Ability to navigate ambiguity and operate with minimum supervision.