Overview

Mobile Platform Technical Customer Support Director

About You

You are passionate about the customer experience, technology, and can personally relate to the challenges of implementing and providing post-sale technical support and training.  You know that the technical support team is the front line of customer experience and that the our client brand experience is often influenced by customer interactions with this team.  You are skilled at organizing and managing a team of professionals to enable enterprise customers.  As a leader and mentor you understand the importance of recruiting, training and deploying the right resources in a way that enables success for customers, the business and the associates.  As a leader, you are passionate about helping customers, continually measuring impact and continually refining your targets, processes and team to meet the evolving needs of the market and the business.  You take pride in knowing that your team is operating at a high-level, that your associates are energized and effective at helping customers and that your team members are regularly promoted to other parts of the business.

Responsibilities

  • Manage the global technical support team that is responsible for enabling customers to leverage the mobile messaging platform for their mobile messaging needs.
  • Understand and monitor the customer requests (tickets) coming into our client and ensure the response and resolution of these tickets is within the necessary SLAs
  • Collaborate, coordinate and partner with the Engineering and Product teams to escalate and resolve more complex tickets
  • Provide metrics as established by department leadership to track and report customer ticket status, resolution times and other leading metrics for improved customer enablement
  • Manage and refine the Technical Support operating systems for ticket management, escalations, communication, reporting, etc.
  • Establish processes and timelines for cascading information and training on new feature releases by coordinating with the Product and Product Marketing teams
  • Manage a global team of Technical Support Engineers serving enterprise customers in all regions of the world
  • Recruit, hire, train and deploy new Technical Support Engineers as necessary
  • Establish an operations function for rapid communication to appropriate customer contacts regarding urgent platform information
  • Create training materials to enable our clients enterprise users to get the most out of their investment
  • Leverage the data from support tickets to identify and prioritize the most important training assets that will address regular questions or ticket types.
  • Craft a clear vision for the next generation of technical support and a plan for migrating to it over a 12 month period
  • Drive continuous improvement against KPIs

Skills & Experience

  • Bachelor’s degree required, Masters Degree ideal
  • 10+ years of technical client-facing experience with a SaaS product
  • 3+ years management experience in a technical support environment
    • Experience with digital marketing solutions (mobile, web analytics, optimization, email, SMS) preferred
  • Understanding of learning methods and the assets required to enable technical product usage.
  • Proven collaboration skills to work within a multi functional team, each with a component of the overall customer experience
  • Overall commitment to continuous improvement
  • Innate curiosity and a fanatical commitment to customers
  • Fluent in English, ability to speak French is a bonus
  • Experience managing to a department P&L