Director of Customer Technical Support

Elevate Digital; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Elevate Digital is seeking a senior leader to direct-hire oversee enterprise software technical and customer support for external customers in SaaS and contact center operations across cloud and on-premise environments. The role emphasizes executive communication and cross-functional collaboration to drive reliable service delivery.

The ideal candidate brings 10+ years of leadership, 5+ years guiding senior leaders, and a proven track record transforming support, improving metrics, and

Qualifications

• Bachelor's degree or equivalent experience in business, tech, or healthcare administration.
• 10+ years of leadership in enterprise software technical and customer support—SaaS and contact center operations.
• 5+ years leading senior leaders in a technical support environment serving external customers.
• Experience with cloud and/or on-premise environments, integrations, databases, connectivity, and customer-specific workflows.
• Demonstrated success leading customer escalations, major incident response, support transformation, workforce planning, and cross-functional problem solving.
• Strong command of support metrics, service management, knowledge management, quality assurance, root cause analysis, and continuous improvement.
• Experience with Salesforce Service Cloud, Genesys, workforce-management tools, knowledge platforms, reporting and analytics, and support automation.
• Executive presence and the ability to communicate technical and operational risk clearly to customers, senior leaders, and cross-functional teams.
• Leadership experience in healthcare technology, medical-device software, sterile processing, perioperative workflows or other regulated environment
• Experience with software validation, quality systems, cybersecurity and privacy escalation processes, and controlled change or release practices.
• Experience building support readiness for new product introductions, software releases, integrations, and large customer deployments.
• Working knowledge of IT service management and continuous-improvement methodologies.

Skills

Leadership

SaaS support

Customer support

Enterprise software

Communication

Escalation management

Root cause analysis

Workforce planning

Cross-functional

Executive presence

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Genesys

Workforce management

Knowledge platforms

Analytics tools

Job description

This is a direct-hire position--NO C2C or sponsorship is available!

Please do NOT email if you are an employer. Thank you.

• Bachelor's degree in business, technology, engineering, healthcare administration, or a related field, or equivalent relevant experience.
• 10+ years of leadership experience in enterprise software technical and customer support--SaaS and contact center operations.
• 5+ years leading senior leaders in a technical support environment serving external customers.
• Experience supporting business-critical enterprise software across cloud and/or on-premise environments, integrations, databases, connectivity, and customer-specific workflows.
• Demonstrated success leading customer escalations, major incident response, support transformation, workforce planning, and cross-functional problem solving.
• Strong command of support metrics, service management, knowledge management, quality assurance, root cause analysis, and continuous improvement.
• Experience with Salesforce Service Cloud, Genesys, workforce-management tools, knowledge platforms, reporting and analytics, and support automation.
• Executive presence and the ability to communicate technical and operational risk clearly to customers, senior leaders, and cross-functional teams.
• Leadership experience in healthcare technology, medical-device software, sterile processing, perioperative workflows or other regulated environment
• Experience with software validation, quality systems, cybersecurity and privacy escalation processes, and controlled change or release practices.
• Experience building support readiness for new product introductions, software releases, integrations, and large customer deployments.
• Working knowledge of IT service management and continuous-improvement methodologies.