Director, Customer Support

Job Description

What you will be doing

Leadership & Team Management

- Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency.
- Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs
- Build, lead, mentor, and scale a geographically distributed support team (Tier 1-3) off over 100 staff. Establish clear goals, performance metrics, and career development plans.
- Promote a culture of collaboration, accountability, and continuous improvement within the team

Strategic Direction & Planning

- Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows
- Collaborate with senior leadership to align cloud support objectives with overall company strategy
- Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded

Customer Support Excellence

- Act as the voice of the customer internally. Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development.
- Oversee the resolution of high-priority customer support cases, ensuring timely and effective solutions
- Ensure the team is proactive in identifying and addressing potential issues before they impact customers
- Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly
- Monitor and analyze CSAT (Customer Satisfaction) and other feedback metrics to identify trends and areas for improvement

Operational Efficiency

- Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations
- Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them
- Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance
- Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success)

Collaboration with Cross-functional Teams

- Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported
- Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction
- Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends

Cloud Infrastructure & Tools Management

- Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable
- Ensure the team is fully trained and equipped with the tools necessary for effective cloud support
- Evaluate and recommend new cloud technologies or processes to improve support delivery

Budget & Resource Management

- Manage the customer support department s budget, ensuring proper allocation of resources to meet business needs
- Forecast resource requirements and allocate resources effectively to handle customer demand
- Ensure cost-effective operations while maintaining high-quality service

Compliance & Security

- Ensure that cloud support operations comply with relevant legal, regulatory, and security standards
- Work with security teams to address any security-related customer concerns or incidents within cloud environments
- Develop and enforce best practices for data protection and privacy

Reporting & Communication

- Provide regular reports to executive leadership on cloud support performance, including customer satisfaction, escalations, resource utilization, and cost
- Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience.
- Ensure clear and effective communication within the support team and with other internal stakeholders

Continuous Improvement

- Drive initiatives to continuously improve the cloud support process and the overall customer experience
- Prepare support systems for continued global growth, product expansion, and increased customer complexity.
- Lead post-mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions

Have you got what it takes

- Proven leadership experience (typically 10+ years) in cloud support or related fields, with a strong background in managing cloud-based infrastructure and teams.
- Leadership experience in building and managing high-performance teams.
- Strong understanding of cloud technologies (AWS, Azure, GCP) and how they relate to customer support needs.
- Ability to collaborate with cross-functional teams including product, engineering, and sales.
- Excellent communication and problem-solving skills.
- Customer-focused mindset with a deep understanding of CSAT and NPS metrics.
- Ability to manage budgets and resources effectively.
- Experience in working with global teams and cross-cultural environments.
- This role requires a strong balance of strategic leadership, operational efficiency, and customer-centric focus.

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