Director, Support Services
New
G
GovWorxPublic Safety AI
United States, Remote (U.S.-based)Full-TimeDirector
Salary120,000 - 145,000 USD per year
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Job Details
- Experience
- 6–10 years of experience in Customer Support, Technical Support, or Support Operations; 2–5 years of experience managing or leading support teams
- Required Skills
- JiraRESTful APIsProcess improvementTechnical supportCustomer supportZendesk
Requirements
- 6–10 years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or technology environment.
- 2–5 years of experience managing or leading support teams, including Tier 1 (Help Desk) and/or Tier 2 support.
- Hands-on experience managing ticketing systems and support workflows (e.g., Zendesk, Jira, Freshdesk, or similar).
- Proven ability to manage ticket queues, backlogs, and prioritization in a fast-paced environment.
- Experience handling customer escalations and critical incidents, with strong judgment and problem-solving skills.
- Familiarity with 24/7 support models, on-call rotations, or after-hours escalation processes.
- Working knowledge of incident management, SLAs, and support performance metrics.
- Demonstrated ability to perform mid-level technical troubleshooting, including diagnosing issues using logs, identifying configuration or integration problems, and isolating root causes prior to escalation.
- Experience collaborating with Engineering, Product, and Technical teams to resolve issues and improve systems.
- Strong organizational skills with the ability to balance multiple priorities and shifting demands.
- Ability to analyze support trends and drive process improvements.
- Experience developing or maintaining support documentation, SOPs, and knowledge bases.
- Comfortable working in technical environments (APIs, integrations, SaaS platforms), without requiring deep engineering expertise.
- Bachelor’s degree or equivalent practical experience.
Responsibilities
- Lead and scale a multi-tiered Customer Support organization, including Help Desk (Tier 1) and Technical Support (Tier 2).
- Own and manage 24x7x365 support operations, including after-hours and emergency escalation coverage.
- Oversee Help Desk performance to ensure timely triage, response, and resolution of customer issues.
- Act as the senior escalation point for critical incidents and high-impact customer issues.
- Own the end-to-end ticket lifecycle, ensuring issues are tracked, prioritized, and resolved efficiently.
- Establish and manage a structured support backlog with clear prioritization and accountability.
- Partner closely with the Client Account Management team to ensure customer issues are clearly understood, properly prioritized, and driven to timely resolution.
- Define and enforce SLAs, response times, and support standards.
- Partner with Engineering, Product, and Technical Services to prioritize and resolve issues.
- Drive continuous improvement of support processes, workflows, and tools, including identifying, implementing, and promoting the use of AI-enabled tools, automation, and workflow improvements.
- Lead, mentor, and develop a high-performing support team with strong accountability and responsiveness.
- Conduct root cause analysis on recurring issues and drive long-term solutions and product improvements.
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