Director, Technical Support

Job Summary

This role reports into the SVP, Customer Support with a dotted line functional reporting to the site leader & managing director, India. The Director of Technical Support drives and manages iCIMS world-wide customer support activities by adhering to world class standards and service levels. Core duties include leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the India team consisting of both full time and contract work force. 

 

Responsibilities

• Develop and grow a team of Technical Support Managers that oversee Support Engineers to deliver world class customer service   

• Instill a Drive for Excellence throughout the team  

• Measure the effectiveness of support: 
  • Refine operational metrics for team in partnership with the global team 
  • Create cadence for review within team & ensure management responsibilities are being fulfilled 
  • Expose subset of metrics to executive team, and company.  

• Oversee support process flow and procedure compliance to ensure individual and team’s efficient delivery of activities.  

• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.  

• Foster and facilitate the professional growth, engagement, and development of team members  

• Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance  

• Conduct quarterly reviews with iCIMS executive leadership  

• Drive continuous improvement in processes through innovation and automation and cutting-edge technology   
• Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality, speed, and productivity of the team.  
• Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests.  

• Ensure support ticket queues are prioritized and delivered to improve efficiency and client satisfaction.  

• Partner with Engineering and Product Management to provide the voice of the customer, identify the types of issues that generate the most Support contact volume, and evolve the product to eliminate the highest support volume generators.   

• Provide input and feedback, from a customer perspective to Product Management, on solution features, and functionality. 

Qualifications

• 15+ years of experience with at least 5+ year experience managing a Support team through Metrics and SLAs  

• Proven expertise with SaaS solutions and Cloud technologies.  

• Proven ability to provide guidance and coaching while empowering staff to perform their role  

• Ability to manage influence through persuasion, negotiation, and consensus building.  

• Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.  

• Excellent verbal and written communication skills  

• Excellent planning and organizational skills  

• Excellent presentation skills and ability to motivate teams  

• Expertise in MS Excel and PowerPoint  

• Knowledge of HR / Recruitment Software domain is a plus 

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