Director of Support in Marietta, GA at Prestige Staffing

Date Posted: 9/14/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Marietta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/14/2020

Job Description

JobID: 27150

Director, SaaS Support - (Remote)

Location: Remote (company is Atlanta-based)

Pay: flexible depending on experienced, around $115K - $130K

Our client is a fast growing leader in AI and Machine Learning Software for financial, cost-saving services. They need a full-time Director of SaaS Support to help them scale up their talented team. 

Profile

You are an experienced “hands-on” technical leader who promotes a customer-centric support culture and seeks to ensure that every support interaction is best in class. You pride yourself on having a deep understanding of your product, the industry, and what success looks like for the customer. You are passionate about building, leading, and scaling an agile, flexible, and world-class onshore / offshore SaaS support organization by using creative and innovative problem-solving skills and driving continuous improvement.

Responsibilities

•  This is a hands-on technical management role where you’ll need to work with solving customer issues while rapidly growing the support organization.

•  Recruit, train, develop and lead a growing team of Tier 1 and Tier 2 SaaS Support professionals onshore and offshore

•  Act as a Player/ Coach to serve as an escalation point for customer issues to ensure they are resolved quickly

•  Oversee and manage the requests, incidents and problems

•  Manage and coordinate urgent and complicated support issues

• Mature the ticket escalation processes to ensure free flowing information within the organization

•  Ensure customer feedback is communicated internally to enable ongoing improvement of products and services

•  Provide data and reporting of KPI's and trends to others in ad-hoc, weekly, monthly reports and as needed.

Required Experience and Skills:

  • 10+ years of experience, at least 4 years at a management level capacity scaling teams from 5 to 50 resources to support enterprise customers and SMB’s.
  • Bachelor’s degree in computer related field preferred
  • Jira Service Desk Ticketing system or equivalent ticket system experience
  • RedHat Linux, or other Linux working experience
  • Working experience with SQL and stored procedures
  • Basic knowledge of Advanced SQL functionality
  • Working knowledge of ERP systems and expense management systems preferred

-       Ability to work effectively in cross-functional teams in a highly dynamic work environment

-       Current or previous ITIL Foundation and Jira Service Desk certifications are a plus

-       Strong empathy for customers AND passion for driving high growth