Join our forward-looking Global Customer Support team and lead the charge in delivering an exceptional customer experience. As the Director of Global Technical Support, you'll oversee a high-performing team of Global Support Managers and Technical Support Engineers. We’re looking for an innovative leader with a proven track record of enhancing customer satisfaction in a global 24x7 organization and a deep understanding of technology-enabled operations (e.g., Zendesk, Salesforce, AI and chatbots). You will manage a global team of approximately 60 professionals across multiple geographies and collaborates closely with our Support Operations team to drive program implementation, improve efficiency, and elevate both customer and employee satisfaction. This role demands a hands-on leader with a passion for developing talent and fostering high performance.
The ideal candidate for this opportunity has a minimum of 8 years of technical support management experience, specifically within technical software and integration services.
This position is 100% remote. Some travel is required to support the team.
\n- Strategic Leadership: Own the delivery of support across multiple channels (Phone, Email, Chat), ensuring seamless and effective customer interactions.
- Performance Management: Oversee operational metrics and OKRs to meet company objectives, driving a culture of continuous improvement.
- Customer Feedback: Manage customer satisfaction feedback processes, focusing on actionable insights for continuous improvement.
- Business Challenges: Work closely with senior leadership to solve business challenges.
- Financial Planning: Work closely with senior leadership on team budget and fiscal year financial planning.
- Workforce Planning: Evaluate and schedule resources required to support a 24x7 global support operation for multiple products and ensure teams are within budget.
- Strategic Initiatives: Uses independent judgment and looks at the larger picture to manage company-wide initiatives that help achieve long-term goals.
- Mentoring: Work with managers and HR on personnel issues and provide guidance for support processes and procedures.
- Relationships: Maintain working relationships with clients, strategic partners, and internal stakeholders from account management, sales, and engineering.
- Issue Resolution: Act as an escalation point for critical customer issues, liaising with product development, engineering, and account management teams. Write root cause analyses for customers working with internal stakeholders.
- Recruitment: Partner with the HR team to attract and hire top talent.
- Company Polices: Adherence to all company policies, in addition to ensuring the team adheres to:
- o Time Off
- o Values
- o Diversity and Inclusion
- 8 or more years of technical support management experience. Required experience in the technology field, especially in software and integration services; along with related experience with SaaS environment and business acumen.
- Bachelor’s Degree, with an education in Business or Computer Science preferred.
- Must be able to define problems, gather data, establish facts, and draw valid conclusions.
- Strong written communication skills required - including the ability to read, analyze, and interpret general technical procedures, business periodicals, professional journals, or governmental regulations; the ability to write reports, business correspondence, and procedure manuals; and the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Highly developed interpersonal skills with the ability to manage a wide range of customer interactions, including challenging situations.
- Proven negotiation skills and extensive project management experience.
The reasonably estimated salary for this role at Everbridge ranges from $118,000 - $158,000 and may also include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Everbridge offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, disability income benefits, life and AD&D insurance, a 401(k) plan and match, paid time off, and fitness reimbursements.
About Everbridge
Everbridge (NASDAQ: EVBG) empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience
Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.