Simpplr

Director, Technical Support

United States

Simpplr Logo
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Consumer Software, Enterprise SoftwareIndustries

Requirements

The Director, Technical Support requires a proven experience of driving transformations and building teams, along with strategic thinking and a focus on execution. Candidates should possess a customer-centric view and a passion for solving customer problems, with experience in developing and monitoring key performance indicators (KPIs) such as CSAT, SLAs, and resolution time.

Responsibilities

This role will involve developing and driving the overall strategy for global technical support and portfolio offerings to ensure exceptional customer experience and retention, establishing and monitoring KPIs, building and managing a global team of Technical Support Engineers, Leads, and Managers, creating a customer-centric culture among the support team, serving as a point of escalation for high-impact technical issues, and working cross-functionally with Engineering, Product, and other relevant teams to advocate for holistic solutions and improve the customer experience.

Skills

Customer Service
Support
Strategic Thinking
Execution
Team Building
Transformation

Simpplr

Modern intranet platform for employee engagement

About Simpplr

Simpplr offers a modern intranet platform that aims to improve employee experience and strengthen company culture. The platform is designed to provide a seamless and personalized experience for employees, regardless of their work location. It serves a diverse range of clients, including businesses of all sizes across various industries, and has gained the trust of over 700 customers. Simpplr operates in the digital communication and collaboration market, which has grown due to the rise of remote work. The platform enhances internal communication, tracks employee sentiment, and promotes digital wellbeing, allowing employees to efficiently access necessary information, thus boosting productivity and collaboration. Unlike many competitors, Simpplr focuses on creating a cohesive experience tailored to the needs of employees. The company's goal is to provide a service that fosters a strong company culture and improves overall employee engagement.

Key Metrics

Redwood City, CaliforniaHeadquarters
2014Year Founded
$119.6MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees

Benefits

Generous PTO
Flexible work hours
Remote work options
Premium medical, mental, dental, & vision coverage
Career development
Equity incentives
Retirement contributions
PTO to volunteer

Risks

Competition from Zoom's Workvivo could impact Simpplr's market share.
Integration challenges from acquiring Socrates.ai may divert focus from core offerings.
Strategic shifts by new CMO Gary Sevounts could affect brand perception.

Differentiation

Simpplr is recognized as a leader in the 2024 Gartner Magic Quadrant.
The platform offers AI-driven personalized employee experiences, enhancing engagement and productivity.
Simpplr's acquisition of Socrates.ai boosts its AI capabilities for comprehensive solutions.

Upsides

Growing demand for AI-driven platforms supports Simpplr's market expansion.
Hybrid work models increase the need for robust digital communication tools.
The intranet software market is projected to grow at a 14.2% CAGR until 2028.

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