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Director, Client Technical Solutions
UplightUnited States, United Statesfull_timeVerifiedPosted 8 Jul 2025
💰 $180,000/yr($144,000/yr – $180,000/yr)
About the role
The PositionUplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.We are looking for an experienced, driven Director, Client Technical Solutions to lead our Technical Support and Customer Support teams. This role is critical to ensuring our clients and their end customers receive timely, effective support.How you will make an impact:Lead Uplight’s Global Technical Support, Data Operations & Customer Support teams
- Define and lead the strategic direction and operational excellence for Uplight’s Technical Support, Data Operations & Customer Support teams in North America and India, ensuring timely, high-quality resolution of customer issues and adherence to strategic service level agreements (SLAs).
- Lead the team to develop, implement, and maintain effective support strategies, workflows, escalation procedures, and documentation to drive efficiency, scalability, and service excellence across the organization.
- Define and own key performance indicators (KPIs) and service level agreements (SLAs) for all client technical support functions, ensuring continuous improvement and meeting strategic business objectives; monitor and analyze key performance metrics (KPIs), support data, and trends to evaluate team and individual performance, identify recurring issues, and drive continuous improvement.
- Act as an escalation point for critical client technical issues, driving swift resolution and implementing systemic improvements to prevent recurrence, including participating in after-hours or on-call rotation as needed.
- Drive knowledge management practices and the strategic evolution of internal and external knowledge bases and support resources.
- Recruit, mentor, and develop a high-performing leadership team and foster a culture of continuous improvement, accountability, and customer obsession across the Client Technical Solutions organization.
- Collaborate and communicate effectively with, and influence, cross-functional teams (e.g., Product, Engineering, QA, Account Management, Sales) and 3rd party Customer Care support vendors to proactively resolve issues, influence product roadmaps, document known problems, and implement long-term, systemic solutions.
- Establish, monitor, and maintain service level agreements (SLAs) and ensure performance meets or exceeds targets.
- Identify and implement continuous improvements in customer service and technical support processes to enhance the customer experience and operational efficiency, including leading significant organizational or process changes.
- Handle customer escalations with professionalism and urgency.
- Participate in after-hours or on-call rotation, as needed.
- Own the strategic direction, implementation, and optimization of core support systems and technologies (e.g., CRM, ticketing systems, knowledge bases), partnering with cross-functional teams to ensure these systems align with tech support and customer care goals and broader business objectives.
- Develop and maintain robust system and process documentation; identify opportunities for automation and improvement to enhance efficiency and scalability.
- Manage relationships with external vendors and partners, including strategic staffing, scheduling, and contract performance for call centers or outsourced services, driving strategic alignment and performance.
- Ensure compliance with financial controls, security standards, and company policies, overseeing budget management related to these systems and support operations.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 8-10+ years of progressive leadership experience in technical support, customer success, or client services, with at least 3-5 years in a Director-level or equivalent strategic leadership role.
- Proven experience leading and mentoring other managers or team leads, and building/scaling high-performing t
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