Director, Technical Experience

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🔴 Expert

👔 Directeur

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 32%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Intradiem

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51 - 200 employés

🤖 Intelligence artificielle

🤝 B2B

💰 €35 000 000 Debt Financing en 2021-11

Artificial Intelligence • B2B

Intradiem fournit des Solutions d'Automatisation Intelligente pour les équipes de service client. Cette automatisation en temps réel exploite la valeur des données de votre centre pour maximiser la productivité, l'engagement et l'expérience client.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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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