Director of Technical Support
Costa Rica (Remote)
Professional Services – Support /
Full Time /
Remote
The Director of Technical Support, Video will be a focal point for the health of our business through customer satisfaction, retention, and growth. The Director is responsible for the management and development of the Video Technical Support Team, effective and timely resolution of all customer support cases, ongoing development of internal processes and systems, effective cross functional collaboration, and ensuring all customers receive an outstanding experience when engaging with Granicus Support.
**Candidates must live in Costa Rica to be considered**
What You'll Do:
- Develop and execute Video Technical Support Team’s strategy, managing both strategic and tactical priorities on daily basis.
- Build a world class support team, organization and culture; one that delivers an exemplary experience and thrives on delighting customers.
- Build a scalable model that enables rapid growth of team and absorption of new products.
- Utilize metrics and KPIs to bring visibility of our customer experience to the organization, manage performance, and propose and drive to completion contact reduction and defect prevention initiatives.
- Provide recommendations in process, as well as product, through customer cases reporting and analysis.
- Liaise between our customers and product teams to enhance our offerings.
- Design, develop, and deliver new customer service and technical support offerings to delight our customers.
- Manage daily volume and 24X7 coverage model with leads to ensure customer cases are resolved in a timely and effective manner.
- Maintain and improve training for new and existing support team members to promote quick on-boarding as well quick understanding of new product rollouts.
- Mitigate customer escalation through developing direct customer resolution plans.
- Partner with Product and Operations teams on the software release process to promote operations and customer readiness.
- Motivate the team through coaching, career planning, and setting individual objectives.
Who You Are:
- 10+ years leading services and or support teams in a software company, preferably SaaS.
- Experience managing teams or products that support video features.
- Experience managing a multi-tiered support process with respect to customer and business need.
- Deep experience with call center systems.
- Passion for public sector success.
- Client focus – the desire and ability to understand the drivers of client needs.
- Exceptional communication and presentation skills, both written and oral, as well as strong technical and analytical aptitude.
- Desired – MBA and/or other certifications.
- Desired - Six Sigma Green or Black Belt.
Leadership Style:
- Desire to build and grow a team.
- Can do attitude with confidence to face business challenges head on.
- Honesty and integrity in all areas of business interactions.
- The capabilities of leading by example as well as by direction and vision.
- A desire for constant improvement. A progressive growth mentality.
- Capacity to handle challenging, escalated situations with calm demeanor and approach.
- Ability to navigate ambiguity and operate with minimum supervision.
