Related skills
customer success technical support saas leadership incident management📋 Description
- Build, lead, coach, and mentor a team of technical support engineers and reps.
- Execute a global customer support strategy delivering world-class support.
- Ensure KPIs: CSAT, speed, SLA adherence, TTF, TTR.
- Improve the support model, processes, and tools for better CX.
- Collaborate with Sales, Pre-Sales, Product, Eng, PS, and CS to align on support engagements.
- Provide regular management reports for weekly/monthly/quarterly reviews.
🎯 Requirements
- 7+ years leading 24x7 technical support teams
- Partner with Sales to position services in SaaS pre-sales
- Experience in a high-growth software company is a plus
- Optimize incident management from SLA adherence to RCA docs
- Manage teams across geographies, cultures, and timezones (EMEA)
- Handle customer escalations with PS, CS, and Engineering
🎁 Benefits
- Stock options to share in the company's success.
- Fertility and family-building benefits.
- Work-life balance and generous PTO.
- Personal education budget for career growth.
- Wellbeing stipend plus phone/internet allowance.
- New hire equipment stipend for hybrid teams.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Customer Support Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!