Director of Service Support

Role Description The Director of Service Support is a full-time remote role responsible for overseeing service support operations, ensuring high-quality customer experiences, and optimizing support processes and systems. This role manages service support teams, sets performance goals, and monitors key metrics to drive efficiency and continuous improvement. The Director will coordinate program initiatives, align support activities with organizational objectives, and collaborate with cross-functional partners such as IT, Operations, and Sales. Daily responsibilities include handling escalated issues, guiding technical support strategies, managing budgets related to service operations, and analyzing data to identify trends and opportunities for improvement. The role also involves developing policies, training frameworks, and best practices that promote consistent, inclusive, and customer-focused support.

Qualifications

Strong program management skills, including experience leading complex service or support initiatives and coordinating cross-functional teams. Advanced analytical skills for interpreting operational data, assessing performance metrics, and making data-driven decisions. Proven background in technical support, with the ability to guide support strategies and understand technical environments and tools. Experience with budgeting and resource planning to manage service support costs and optimize team utilization. Excellent customer service skills, with a track record of improving customer satisfaction and handling escalated issues effectively. Demonstrated leadership capabilities, including team management, coaching, and performance development in a distributed or remote environment. Clear, professional communication skills, both written and verbal, with the ability to present findings and recommendations to senior stakeholders. Familiarity with service support platforms, ticketing systems, and knowledge management tools. Bachelor’s degree in Business, Management, Information Systems, or a related field; equivalent experience may be considered. Experience in remote team management and working across diverse locations and time zones is highly beneficial.