Director of Technical Support
Company Description
Kiddie Shield focuses on understanding consumer behavior, market trends, and competitive landscapes to inform strategic decisions. The company collects and analyzes data from various sources and turns it into clear, actionable reports and presentations. To support business goals, Kiddie Shield designs surveys and research tools that reveal prospective customers’ preferences and needs. This insight-driven approach helps the organization refine products, services, and customer experiences based on real-world feedback. Role Description The Director of Technical Support is a full-time remote role responsible for leading and evolving Kiddie Shield’s technical support and customer service operations. This position oversees support teams, sets performance standards, and implements processes to ensure timely and effective resolution of customer issues. The director will monitor key support metrics, drive continuous improvement initiatives, and collaborate with product and engineering teams to address recurring technical challenges. Daily responsibilities include coaching and mentoring team members, managing escalation paths, and aligning support activities with organizational goals for customer satisfaction and retention. The role also involves establishing best practices, documentation standards, and tools that enable high-quality, scalable support.
Qualifications
Demonstrated skills in Customer Support and Technical Support, including managing complex technical issues and escalations. Experience with Customer Service and Customer Satisfaction, focusing on service quality, responsiveness, and loyalty. Proven Team Management abilities, including leading distributed teams, performance management, and staff development. Strong analytical and problem-solving skills, with experience using support metrics and customer feedback to improve processes. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. Background in SaaS, software, or technology-based environments, preferably in customer-facing or support leadership roles. Bachelor’s degree in a relevant field (e.g., Information Technology, Computer Science, Business) or equivalent practical experience. Comfort working remotely, with strong organizational skills and the ability to collaborate effectively across time zones.