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Director Of Technical Support
Own and create all processes related to technical support operations.
New York
Senior
3 weeks ago
✨ About The Role
- The Director of Technical Support & Engineering will oversee the performance and productivity of the technical support team.
- Responsibilities include guiding team members in troubleshooting the codebase and identifying root causes of issues.
- The role involves collaborating with various teams, including Customer Success, Product, Engineering, Sales, and Marketing, to enhance the customer experience.
- The Director will manage a team of 7 support representatives located in multiple cities, including London, San Francisco, Denver, and Austin.
- They will report directly to the VP of Customer Success and Support, ensuring effective communication and collaboration.
- The position is critical in advocating for the value of Pave’s products and becoming a subject matter expert in the compensation space.
- The Director will be responsible for creating and managing all support processes, both operationally and technically.
- They will play a significant role in the post-sale customer experience for Pave's growing customer base of 8,
⚡ Requirements
- The ideal candidate is a natural leader with a passion for helping others and a strong commitment to customer satisfaction.
- They should possess exceptional problem-solving skills and be willing to go the extra mile to find solutions for team members and customers.
- Excellent verbal and written communication skills are essential, allowing them to explain complex topics clearly to various audiences.
- The candidate should value cross-functional collaboration and be able to effectively communicate with other functional leaders.
- They should have a forward-thinking mindset, balancing immediate needs with future growth considerations.
- Empathy is crucial, as they must understand the motivations behind requests from teammates and customers.
- A high standard for quality is expected, ensuring that the customer experience remains a top priority.
- The candidate should be eager to learn new technologies and have a working knowledge of troubleshooting APIs, SQL queries, and Typescript code.
- Proven experience in a customer-focused technical role and management experience is required.
About Pave
Plan, communicate, and benchmark your compensation in real-time.