Director, Global Technical Support

Microsoft

Seattle (WA)

On-site

USD 160,000 - 190,000

Full time

14 days+

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Benefits offered by this job

Health benefits

Life insurance

Disability

HSA contributions

401(k) match

Company equity

Tuition reimbursement

Commuter benefits

Internet stipend

Training & development

Volunteer opportunities

Flexible PTO

Company events

Job summary

Recurly is seeking a visionary leader to head our global Technical Support organization. You will drive world-class customer support operations, oversee hiring and mentorship of managers, and collaborate across Sales, Success, ProServe, Product, and Engineering to deliver exceptional service.

You will implement scalable programs, monitor SLAs, and report risks to senior leadership while shaping a career growth path for the team.

Qualifications

8-10 years in a global 24x7 SaaS support org.
4+ years directly managing a technical support team.
Experience with large enterprise customers and varied SLAs.
Customer-focused in fast-paced environments.
Mentoring global managers and scaling for growth.

Responsibilities

Lead a global Technical Support organization to meet customer satisfaction, SLAs, and deadlines.
Own the Customer Support process and drive rapid resolution of issues.
Develop and lead global programs to evolve support offerings.
Collaborate with Sales, Customer Success, ProServe, Product, and Engineering.
Provide senior leadership with regular status reports and risk alerts.
Build a career framework for ongoing staff development.