Jobgether
Director - Technical Support
TLDR
Leads a distributed global technical support organization, driving AI-powered modernization and customer-centric transformation across enterprise SaaS operations.
Accountabilities:
- Lead and scale a geographically distributed technical support organization across EMEA, ensuring strong leadership, clear direction, and alignment with global service objectives while fostering a culture of accountability, inclusion, and customer-centricity.
- Define and execute the regional support strategy, including organizational design, hiring plans, and workforce planning to ensure scalable, high-performing operations across multiple time zones.
- Oversee daily support operations, ensuring SLA and SLO adherence while monitoring key performance indicators such as CSAT, NPS, resolution time, backlog health, and escalation rates.
- Drive operational excellence through process optimization, continuous improvement initiatives, and structured governance using data-driven insights and performance analytics.
- Lead escalation management and serve as the senior point of contact for critical customer issues, ensuring timely resolution and clear communication with stakeholders and enterprise clients.
- Champion innovation in support delivery by implementing AI-driven tools, automation, and self-service capabilities to improve efficiency and customer experience.
- Partner with Product, Engineering, Sales, and Customer Success teams to align support operations with broader business goals and customer needs.
- 8+ years of progressive experience in technical support, customer service, or service delivery, including at least 3 years in a senior leadership or Director-level role within a global or regional environment.
- Proven experience managing large, distributed support teams across multiple regions, ideally within EMEA and across diverse cultural and operational contexts.
- Strong background in enterprise technology or SaaS support environments with exposure to high-volume, mission-critical operations.
- Experience in operational leadership including budget management, workforce planning, and cost optimization.
- Demonstrated success in leading organizational transformation and change management initiatives with measurable business impact.
- Strong executive communication and stakeholder management skills, with the ability to influence cross-functional and senior leadership teams.
- Familiarity with support platforms and CRM systems such as Salesforce Service Cloud, Zendesk, or equivalent tools.
- Strong leadership capabilities including strategic thinking, data-driven decision-making, and a customer-first mindset.
- Preferred: exposure to AI-driven support tools, automation platforms, and enterprise data or database technologies.
- Competitive senior leadership compensation package aligned with experience and regional benchmarks
- Flexible working arrangements, including remote-first or hybrid options depending on location
- Opportunity to lead a high-impact, international organization with significant strategic visibility
- Access to modern AI-powered tools and next-generation support technologies
- Strong focus on learning, leadership development, and career progression opportunities
- Inclusive, diverse, and collaborative global work environment
- Wellness initiatives supporting work-life balance and long-term employee wellbeing
Requirements:
Benefits:
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Benefits
Equity Compensation
Competitive senior leadership compensation package aligned with experience and regional benchmarks
Learning Budget
Strong focus on learning, leadership development, and career progression opportunities
Inclusive and collaborative environment
Inclusive, diverse, and collaborative global work environment
Remote-Friendly
Flexible working arrangements, including remote-first or hybrid options depending on location
Wellness Stipend
Wellness initiatives supporting work-life balance and long-term employee wellbeing
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services
Customer Service