Full-Time Director of Technical Support

Position Summary: We are seeking an experienced and visionary Director of Technical Support to lead our world-class technical support organization and help us build for the future. You will define and execute the strategic direction for customer support, build and mentor a high-performing team, drive innovation and operational efficiency, and act as a key advocate within the company to ensure our customers receive exceptional service every time.

Key Responsibilities:

1. Leadership and Strategy:
   • Develop and implement a technical support strategy aligned with company goals and customer success vision.
   • Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team.
   • Establish and manage scalable processes to support growth across multiple time zones and regions.
   • Define key performance indicators (KPIs) to measure support organization success and quality.
2. Customer Advocacy:
   • Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback.
   • Build strong relationships with customers, especially enterprise clients, to ensure their success.
   • Drive customer satisfaction, retention, and loyalty through exceptional support experiences.
3. Operational Excellence:
   • Oversee day-to-day technical support team operations, ensuring timely issue resolution.
   • Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes.
   • Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times.
   • Collaborate with cross-functional teams to streamline handoff processes between technical support and other departments.
4. Technical Expertise and Enablement:
   • Ensure support team has in-depth knowledge of Jellyfish's platform and related technologies.
   • Develop and deliver training programs to foster technical growth and knowledge sharing.
   • Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge.

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