Director of Global Technical Support & Customer Experience

Lightcast; Moscow (ID); On-site; USD 110,000 - 140,000; Full time

Job summary

A global technology firm located in Moscow, Idaho seeks a Director of Customer Technical Support. This role involves strategic leadership to guide a high-performing technical support organization, mentoring teams across global operations. The ideal candidate will have over 8 years of experience, strong problem-solving skills, and the ability to implement data-driven decision-making processes. The position fosters professional growth for early-career representatives and emphasizes cohesive team management. You will collaborate cross-functionally to enhance customer experiences and optimize service delivery.

Qualifications

• Experience managing international teams, including India-based operations.
• Strong leadership and coaching skills with a focus on developing early-career talent.
• Proven ability to build scalable systems and processes that improve service delivery.

Responsibilities

• Mentor global technical support teams to deliver 24/6 coverage.
• Manage a Moscow-based part-time team with complex scheduling.
• Foster a high-performance culture focused on technical growth.

Skills

Leadership

Coaching

Data analysis

Problem-solving

Communication

Project management

Education

8+ years in technical support or customer engineering

Job description

A global technology firm located in Moscow, Idaho seeks a Director of Customer Technical Support. This role involves strategic leadership to guide a high-performing technical support organization, mentoring teams across global operations. The ideal candidate will have over 8 years of experience, strong problem-solving skills, and the ability to implement data-driven decision-making processes. The position fosters professional growth for early-career representatives and emphasizes cohesive team management. You will collaborate cross-functionally to enhance customer experiences and optimize service delivery.