Director, Technical Support

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

How you will make an impact:

The Director of Technical Support will oversee a team of Senior Technical Support Specialists focused on the Premier Support cohort of accounts. It is a great opportunity for someone with an aptitude for management, customer happiness and technology to drive continuous improvement and world-class customer satisfaction in a high-performing support organization. We believe in a strong, friendly values-first culture, and our leaders are key to building and maintaining that culture.

One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.

In this role you’ll get to:

• Lead a team of Senior Technical Support Specialists and frontline managers whose top priority is to ensure high-value Enterprise and Strategic customers experience the highest level of satisfaction.
• Partner with the Customer Success team by participating in critical account escalations and serving as a trusted contact for Iterable’s most high-value customers.
• Oversee all operations of the Premier Support team, including account assignments, resource allocation, and rules of engagement
• Provide cascading mentorship to frontline managers to strengthen the support team from the top down
• Distill business goals into business-critical initiatives and projects, and drive those initiatives to completion.
• Assume responsibility for all elements of team development, including hiring, training, performance management, and the career growth of each team member
• Work cross-functionally with Product and Engineering, to address a variety of customer needs.
• Participate in the management of Iterable’s support tool stack
• Be an Iterable product expert 
• Assist the team in answering the most complex customer questions
• Define, track and report on key performance metrics to determine support effectiveness and efficiency

We are looking for people who have:

• 5+ years of team building and management experience
• Extensive experience working with high-ARR ($500k+) customers 
• Demonstrated history of hiring and managing phenomenal talent
• An empathetic, people-first management style
• Passion for startups, software, and SaaS products
• Strong communication and interpersonal skills
• An ability to solve complex technical problems
• Experience conceptualizing and executing key projects and initiatives

Bonus Points:

• Previous experience in a technical customer-facing role with a SaaS organization (such as technical support, sales engineer, solutions consultant or implementation consultant)
• Knowledge of or experience in customer engagement or growth marketing channel