Director - Technical Support - B2B SaaS

Job Role:

This individual will manage support services for global on-premises and cloud-based clients, including traditional banks and fintechs, while leading an initial team of 10. They will be responsible for upholding SLAs for production incidents, ensuring swift response and resolution to service requests, and driving enhancements in net promoter scores (NPS).

The ideal candidate is driven by a commitment to personalized service, playing a pivotal role in expanding the business and enhancing customer lifetime value. With a strong background in building and scaling support departments within B2B enterprise SaaS environments, they possess a deep understanding of customer support strategies for both on-premises and cloud-based solutions.

Requirements:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 13+ years of experience in customer support or service roles within B2B enterprise SaaS companies, with at least 7 years in a leadership capacity.

- Proven ability to lead and scale support teams, with a hands-on approach to developing processes and managing teams.

- Strong technical expertise in Apache Spark.

- Excellent communication and interpersonal skills, with the ability to communicate clearly and show empathy toward clients.

- Experience in establishing and managing support services across various time zones.

- Track record of enhancing customer satisfaction and support efficiency.

- Familiarity with support software, ticketing systems, and CRM tools such as Freshservice.

Preferred: Experience working with AML, fraud, or cybersecurity software solutions.