Director Training & Support

About the role

The Director of Training & Support will lead Higharc's Support and Training organization, owning the end-to-end post-sale experience that drives customer confidence, adoption, and long-term success. This includes scaling global technical support operations, designing high-impact onboarding and customer education programs, and building a modern learning ecosystem (on-demand, live, and certification-based) for both customers and internal teams.

Responsibilities

• Lead Support and Training strategy across time zones through organization design, escalations paths, coverage models, and operating cadence
• Develop a High-Performing Team: Recruit, hire, train, and manage a team of training and support professionals who will become experts in the Higharc platform
• Foster a culture of accountability, continuous improvement, and professional development
• Partner closely with Product and Engineering to ensure alignment with the broader business strategy
• Partner with the Product team to advocate for the voice of the customer and provide actionable feedback on platform functionality
• Design onboarding programs that reduce implementation time and increase early adoption
• Build role-based learning paths for admins, power users, and everyday users, driving ongoing adoption through enablement campaigns

Requirements

You’re an expert Support and Training leader who understands the need to focus on not just the training path, but the data collection and analysis that will help us scale our customers to be as self-sufficient as fast as possible. You have:

• 10+ years in Support, Training, Enablement, or Customer Education in SaaS/technology, with 5+ years leading teams
• A strong understanding of B2B SaaS delivery models, onboarding motions, and customer lifecycle
• Hands-on experience with LMS / e-learning tools and building structured learning programs
• Experience building certification programs and credentialing
• Excellent leadership, communication, and cross-functional influence across Product, Engineering, Sales, and CS

Qualifications

A major plus if you also bring:

• Passion for and/or experience in AEC tech or Homebuilding specifically

Skills

Passionate about and/or experienced in AEC tech or Homebuilding specifically

Benefits

Higharc offers competitive salaries with significant equity, in a fast-growing, well-funded company. Personal healthiness is an important value for us- we provide comprehensive medical, dental, and vision coverage, with flexible PTO, and meaningful maternity/paternity leave to all U.S based employees that are full-time. You'll also have access to other big-company benefits such like short and long-term disability plans and a 401K.

Pay

N/A

Schedule

N/A