Director, Technical Experience

🕒 vor 2 Monaten

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🔴 Experte

👔 Direktor

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

👻 Geisterscore 32%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Warum dieser Wert:

• Seit 82 Tagen offen.
• Stellen bei diesem Unternehmen werden meist in 40 Tagen besetzt.
• Einmal neu eingestellt.
• Kein Gehalt angegeben.

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Intradiem

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

🤖 Künstliche Intelligenz

🤝 B2B

💰 €35.000.000 Debt Financing im 2021-11

Artificial Intelligence • B2B

Intradiem bietet intelligente Automatisierungslösungen für Kundenservice-Teams. Diese Echtzeit-Automatisierung nutzt den Wert Ihrer Center-Daten, um Produktivität, Engagement und Kundenerlebnis zu maximieren.

Beschreibung

• Lead Intradiem's Technical Support organization and run it day to day • Report to the SVP, Implementation Experience and own customer experience from go-live through steady-state support • Set direction for Technical Support in alignment with company objectives and CX goals • Own the support operating model, including case routing, swarming, escalation paths, and staffing coverage • Lead selection, piloting, and rollout of AI-powered support tools, automation, and workflows • Drive SLA performance, customer satisfaction, efficiency, and other strategic and operational targets • Own support experience through migration to the Harmoniq platform in 2027 • Drive continuous improvement using AI and data • Serve as executive escalation point for P1 incidents and high-stakes customer issues • Establish, oversee, and report on technical support KPIs • Lead and develop a multi-level team of managers, team leads, engineers, and contract staff, including overnight and weekend support partners • Oversee recruitment, development, and retention of technical talent • Act as primary executive contact for key Technical Support customer relationships • Partner with Implementation, Customer Success, Product, and Engineering on handoffs, incident response, and root cause analyses • Ensure compliance with company policies, procedures, and relevant regulatory requirements • Perform other assigned duties

🎯 Anforderungen

• Bachelor's Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience • Typically requires 10+ years of related experience • 5+ years leading technical support teams, including managers or team leads • Proven leadership in a technical support environment, including critical incident management • Deep technical acumen in customer support and SaaS environments • Understanding of integrations, APIs, and cloud-hosted platforms • Demonstrated process improvement experience with measurable results • Experience implementing AI-powered support tools with measurable impact on volume or resolution time • Ability to develop and lead high-performing, multi-level teams • Excellent communication, negotiation, and presentation skills • Strong analytical, data-driven decision-making skills • Experience managing an outsourced or follow-the-sun support partner • Salesforce Service Cloud experience is strongly preferred • Knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a contact center environment is preferred • Computer Networking experience is preferred • Experience with third-party software integrations in a contact center environment is preferred • Legal right to work in the country where the role is based

🏖️ Vorteile

• People-first culture with trust, respect, and flexibility • Employees are encouraged to contribute time and energy to community causes • Human-led hiring decisions and candidate evaluation • Professional growth encouraged through a culture of feedback, curiosity, and continuous development

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