Director, Technical Support

Position Overview

• Location Type: Hybrid
• Employment Type: Full-time
• Salary: Not specified

Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology. More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

This senior role, reporting to the SVP of Customer Experience, requires both strategic thinking and a focus on execution. This leader will need to easily shift between thought leadership and rolling up their sleeves to engage in hands-on support resolution. We're looking for an operational and results-focused leader with a passion for delivering great customer experiences. This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to manage and scale a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability and growth. This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates. You’ll be a Customer Service/Support expert with a proven experience of driving transformations and building teams.

Requirements

• Customer Service/Support expertise
• Proven experience of driving transformations and building teams
• Strategic thinking and execution capabilities
• Passion for delivering great customer experiences
• Ability to shift between thought leadership and hands-on support

Responsibilities

Strategic Leadership

• Develop and drive the overall strategy for global technical support and portfolio offerings to drive exceptional customer experience and retention.
• Establish and monitor key performance indicators (KPIs) including CSAT, SLAs, resolution time, escalations, ticket backlog etc.
• Build, manage and evolve a robust and comprehensive end-to-end support processes to meet overall goals and KPIs.
• Identify trends and research themes to advocate for holistic solutions to improve the customer experience.
• Create processes and use metrics to provide customers with highly effective and responsive support.

Team & Operational Management

• Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems.
• Lead and mentor a global team of Technical Support Engineers, Leads and Managers across US and India.
• Create a customer-centric culture among the support team.
• Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team.

Customer Advocacy & Escalation Management

• Serve as a point of escalation for high-impact technical issues, working cross-functionally with Engineering, Product.