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Technical Support Director

2 months ago

Dubai, Dubai, United Arab Emirates ClickJobs Full time

Job Summary:

ClickJobs is seeking a seasoned Technical Support Director to lead our support team and drive customer satisfaction. As a key member of our leadership team, you will be responsible for managing a professional support team, including skills development and performance management.

Key Responsibilities:

  • Manage a team of support agents, including internal employees and outsourced team members based in India.
  • Operational control, shift scheduling, and accountability for key performance indicators (KPIs).
  • Ensure that all customer cases are responded to within the SLA, and in a professional manner.
  • Act as the customer escalation contact, and ensure that such escalations are addressed appropriately.
  • Report on KPIs and produce reports/dashboards for the Senior Management Team.
  • Accountability for customer satisfaction, contribution to the support knowledge base, and continuous improvement to the team's processes and support service delivery.
  • Hire, develop, and train support team members to match business requirements.
  • Work with the leadership team to drive growth and transformation initiatives.

Requirements:

  • At least 10 years of experience in technical support within a SaaS organization, with at least 5 years in a leadership role.
  • Experience using a Support Helpdesk tool such as Jira Service Desk, Zendesk, or similar.
  • Strong knowledge of software development methodologies, tools, and frameworks.
  • Knowledge of ITIL IT Service Management principles.
  • Experience in leading and managing cross-functional teams.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to work in a fast-paced, dynamic environment.
  • Strong problem-solving and analytical skills, with a focus on attention to detail.
  • Demonstrated ability to manage budgets and resources.

What We Offer:

  • A competitive compensation package.
  • A laptop.
  • The opportunity to work remotely from home.
  • 25 holidays, plus 8 bank holidays.
  • A learning and development budget.
  • Team retreats.

Our Culture and Values:

At ClickJobs, we know that a great culture is something that develops naturally on the back of strong, clearly defined company values and leadership. Our culture is what motivates and retains talented employees. We're a purpose-driven company, engaged and excited about the work we are doing. We know good ideas come from everywhere, so we work to ensure every person feels safe to take risks and think outside of the box.