Senior Director, Global Technical Support Engineering

Here at Skedulo we’re on a mission to support the 2.7 billion people in the world and the companies that employ themwho do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces. 

The Skedulo team is a tight-knit group of builders who are passionate about shaping our platform that is relied upon daily by thousands of users across the globe. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help design software that will make a difference in people’s lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.

As the Senior Director of Technical Support Engineering you will be key to our customers success, acting as a critical front-line link between our customers and key leads across Skedulo including Sales, Product Engineering, Customer Success, Service Delivery and the Extended Solutions Group. The Senior Director will partner daily across Technical Support Engineering teams, Technology and  CX Directors to streamline workflows, communicate operational strategies and overall customer impacts. This role, reporting to the Senior Vice President of Customer Experience, is directly responsible for managing the majority of our tech support team in North America and EMEA, and leading our APAC and Vietnam leaders, to provide a world class support experience for our customers.

RESPONSIBILITIES 

Daily Responsibilities

• Manage and mentor a team of Technical Support Specialists and Support Engineers,  facilitating continued individual  growth and engagement. 
• Partner with  the Technology and CX leadership teams to ensure that collaborative efforts to ensure customer health and adoption metrics remain in an unescalated state. 
• Own major customer escalations for customers and critical incidents affecting the Skedulo Platform by providing clear guidance and communication to all relevant stakeholders.
• Provide guidance of unresolved technical issues and liaise with the key leads in Product, Customer Experience and Sales as needed to  assist with resolution of high priority issues and partner in the escalation process when necessary. 
• Assist in creating and evangelizing  the Global Technical Support strategy across Skedulo and to our customers, contributing into overall customer strategy globally with SVP CX and Chief Customer Officer.
• Select, hire and train new team talent,  as needed. Foster an environment of team driven success through individual contribution and accountability while supporting Skedulo’s commitment to global Diversity and Inclusion programs.
• Present and provide commentary of global team metrics and performance at the executive level.

MINIMUM REQUIREMENTS

• Deep experience as a leader in Saas Technical Support with experience in working in a growth oriented, fast paced environment.
• Proficiency with contact center technologies (Jira, Confluence, Salesforce and Salesforce Service Cloud ), with experience managing phone, ticket, chat queues and developing operations reports and analyses
• Must have at least 10 years experience  handling escalated client meetings, complex technical issues and directing customer escalations  
• Workforce planning and financial budgeting skill sets 
• Be a motivational and connected leader of a remote workforce / team
• Experience in communicating and presenting to an executive level leadership
• Past experience as a Senior Director or Director in a high growth SaaS software organization 

DESIRED SKILLS/EXPERIENCE 

• Lives our value of Customer Driven and understands the impact/importance/value exceptional technical support has on customer retention, expansion and value realization.
• Strong behavioral coaching style with emphasis on time management, personal accountability, and goal-based career growth. 
• Experience collaborating with internal partners in CX, Sales and Engineering to build consensus and a path to resolution for customer issues 
• Bachelor’s Degree in Computer Science, Information Technology or similar field of study 
• Experience in using DevRev for managing tech support tickets

ADDITIONAL REQUIREMENTS

• Position will work predominantly US and EMEA Time Zone customers and team members
  • There are meetings that are in APAC timezone friendly hours some days of the week for AU/Vietnam team leaders within Tech Support or broader CX Leadership. 
• This position will require no more than 20% travel from time to time as set forth by the Company
• Must have a valid US work authorization 

Benefits

Global Offerings 

• Competitive Salary Package
• New Hire Stock Options
• Employee Referral Bonus Program 
• 3 Paid Volunteer Days per year 
• 100% employer paid subscription to Modern Health (includes 6 coaching & 6 therapy session per year)
• A generous budget to spend on setting up your home office or WFH station
• 100% employer paid access to Udemy (Learning & Development) 
• Paid Parental Leave for both carers (12 weeks)

United States Specific Offerings  

• Competitive Healthcare Benefits (Dental, Vision, Medical)
• Voluntary STD and Life Insurance Plans 
• 401k - 4% Company Match 
• 7 paid sick leave days per year

• 20 paid personal leave days per year
• 10 paid public holiday days per year

Skedulo is proud to be an Equal Opportunity Employer. We believe that the diverse makeup of our workforce is a reflection of the communities we care about and serve. We are committed to creating a diverse workplace and inclusive culture. All qualified candidates are considered for employment regardless of race, color, ancestry, age, religion, gender identity, gender expression, sexual orientation, national origin, veteran status, marital status, mental or physical disability, or any other characteristic protected by applicable law.

Salary : $150,000 - $170,000