Director, Technical Support

Who We Are

Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.

More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

The Opportunity

This senior role, reporting to the SVP of Customer Experience, requires both strategic thinking and a focus on execution. This leader will need to easily shift between thought leadership and rolling up their sleeves to engage in hands-on support resolution. We're looking for an operational and results-focused leader with a passion for delivering great customer experiences.

This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to manage and scale a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability and growth.

This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates. You’ll be a Customer Service/Support expert with a proven experience of driving transformations and building teams.

Your Job Responsibilities

What you will be doing:

Strategic Leadership

• Develop and drive the overall strategy for global technical support and portfolio offerings to drive exceptional customer experience and retention
• Establish and monitor key performance indicators (KPIs) including CSAT, SLAs, resolution time, escalations, ticket backlog etc.
• Build, manage and evolve a robust and comprehensive end-to-end support processes to meet overall goals and KPIs
• Identify trends and research themes to advocate for holistic solutions to improve the customer experience
• Create processes and use metrics to provide customers with highly effective and responsive support

Team & Operational Management

• Recruit, inspire and develop team members who bring a customer-centric view and a passion to solve customer problems
• Lead and mentor a global team of Technical Support Engineers, Leads and Managers across US and India
• Create a customer-centric culture among the support team
• Manage, grow and mentor the support team by creating career paths and providing growth opportunities for your team

Customer Advocacy & Escalation Management

• Serve as a point of escalation for high-impact technical issues, working cross-functionally with Engineering, Product and Customer Success teams
• Manage key escalations both internally and externally
• Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations
• Act as the voice of the customer within the organization, and share customer feedback with Product and Engineering

Cross-function Collaboration

• Collaborate with Product and Engineering teams to constantly improve processes and solve escalated technical issues
• Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation
• Work with internal stakeholders such as Product Management, Engineering, Customer Success, Professional Services, and Sales to enhance customer experience

Process Improvement

• Leverage AI and automation capabilities to drive improvements in processes and customer experience
• Own and evolve the knowledge base and self-service support channels
• Collaborate with Content / Knowledge Base team to identify content to be created that can help with case deflection and improve customer experience

Your Skillset

What makes you a great fit for the team:

• Built and managed a global team of 30+ technical support engineers. Experience managing distributed teams based in the US and India
• Proven experience leading technical support for SaaS products
• 10+ years in customer facing technical support, or customer success roles
• 7+ years of people management, has experience in developing and leading technical support