Director, Global Technical Support — AI-Driven, Remote-First

Jobgether; Portugal; Híbrido; EUR 120 000 - 190 000; Tempo integral

Resumo da oferta

Partner company in Portugal seeks a Director of Technical Support to lead a regional org across EMEA. You will shape a high-performing team, optimize processes, and drive customer satisfaction in enterprise, mission-critical environments.

You will align support strategy with product and engineering, manage budgets, and advance automation and AI-driven solutions across time zones, ensuring scalable, world-class service.

Qualificações

• 8+ years of progressive experience in technical support, customer service, or service delivery, including at least 3 years in a senior leadership or Director-level role.
• Experience managing large, distributed support teams across multiple regions, ideally within EMEA.
• Strong background in enterprise technology or SaaS support environments with exposure to high-volume operations.
• Experience in budget management, workforce planning, and cost optimization.
• Proven success in organizational transformation and change management with measurable impact.
• Executive communication and stakeholder management across cross-functional and senior teams.

Responsabilidades

• Lead and scale a geographically distributed technical support organization across EMEA.
• Define and execute the regional support strategy including hiring plans and workforce planning.
• Oversee daily operations ensuring SLA/SLO adherence and monitor CSAT, NPS, resolution time, backlog, and escalations.
• Drive governance and continuous improvement using data-driven insights.
• Lead escalation management and act as senior point of contact for critical issues.
• Champion AI-driven tools, automation, and self-service to enhance efficiency and customer experience.
• Collaborate with Product, Engineering, Sales, and Customer Success to align with business goals.

Conhecimentos

Leadership

Stakeholder management

CRM systems

Budget management

Change management

AI tools

SaaS support

Enterprise support

Ferramentas

Salesforce Service Cloud

Zendesk

Descrição da oferta de emprego

Partner company in Portugal seeks a Director of Technical Support to lead a regional org across EMEA. You will shape a high-performing team, optimize processes, and drive customer satisfaction in enterprise, mission-critical environments.

You will align support strategy with product and engineering, manage budgets, and advance automation and AI-driven solutions across time zones, ensuring scalable, world-class service.