Director, Technical Experience

🕒 August 21

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 28%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Intradiem

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

💰 $35M Debt Financing on 2021-11

Artificial Intelligence • B2B

Intradiem is a provider of Intelligent Automation Solutions specifically designed for customer service teams. Their patented AI-powered technology processes vast amounts of data in real-time to enhance productivity and customer experience within contact centers. Intradiem's solutions focus on aspects such as workforce optimization, contact center automation, and performance management, ensuring that staff can work effectively both in-center and remotely. The technology is built on industry best practices and has reportedly generated significant cost savings and productivity boosts for its clients.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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