Director, Technical Support

About the role

About the OpportunityThis is a senior leadership position within the Client Support department, overseeing application and technical support to ensure clients receive the highest quality support experience. This role provides oversight and guidance to Client Advocates and Technical Support Analysts, while leading Client Support strategy and growth. The Director partners closely with the Onboarding team on client go-lives, technical troubleshooting, and release upgrades, and serves as the senior escalation point for client issues. This position is critical to driving operational excellence, cross-functional alignment, and continuous improvement across the Client Support organization.

Responsibilities

• Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts, and align the team with the organization's overall strategic objectives.
• Provide daily direction and communication to employees so that Client Support tickets are responded to and resolved according to department best practices.
• Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients.
• Assist the VP of Client Experience with the operations of the Client Support team, including performance analysis, forecasting, staffing, training, scheduling, and reward/recognition