Director, Technical Support

Microsoft; Seattle (WA); On-site; USD 160,000 - 190,000; Full time

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.

Skills

Leadership

Global operations

Team management

SaaS support

Customer focus

Cross-functional collaboration

Tools

Zendesk

Job description

Overview

Recurly is dedicated to helping subscription businesses succeed by providing an extremely flexible and developer-friendly SaaS billing application.

Responsibilities

• Lead a world class and rapidly growing global Technical Support organization to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Own the Customer Support process, driving quick resolution to customer impacting issues.
• Maintain and develop a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups while meeting defined SLAs.
• Provide insight and vision into where the department is heading, and work directly with other departments throughout the company, particularly Professional Services and Onboarding, Customer Success, Engineering, Product and Sales.
• Provide senior leadership with regular status reports and alert management of any problems or potential service issues, as appropriate.
• Develop and lead global programs focused on continuous improvement and evolution of support offerings.
• Advocate for our customers and evolve key processes across the Support teams to scale and continually drive customer value, onshore and offshore.
• Build our Support career framework to enhance the team's focus on professional development and career growth.

Requirements

• 8 - 10 years of experience successfully operating in a high-performance, global 24x7 Technical Support organization in a SaaS environment.
• 4+ years of directly managing a technical support team (including hiring, performance management, team motivation, operations, managing risk, providing mentorship and career progressions).
• Proven experience working with large enterprise customers providing varied levels of SLAs and services.
• Extremely customer focused, highly motivated and thrives under a fast-paced environment.
• An obsessive and proactive mindset toward continuous improvement.
• Experience mentoring and managing a global team of managers and support staff and scaling for growth to provide service to all arenas.
• Results-oriented approach which balances a “take charge, do-whatever-it-takes” attitude with teamwork and collaboration.
• A history of developing strong cross functional partnerships with: Sales, Customer Success, ProServe, Product & Engineering.
• Experience managing and expanding international/EMEA support teams desired.
• Subscription & Payment industry experience is a plus.
• Familiarity with Zendesk a plus.

Location

Desired location within Broomfield office area: Denver/Boulder.

Benefits & Compensation

• Medical, dental, and vision benefits and a menu from which to choose options that work best for you and eligible dependents.
• Life insurance.
• Short and long-term disability.
• Hospital indemnity.
• Critical illness coverage.
• Employee accident protection.Health savings account (HSA) with company contribution & flexible spending account (FSA) options.
• Employee assistance program.
• Legal and Pet Insurance.
• 401(k) Retirement Plan and company match.
• Company equity.
• Flex Time Off.
• Company Events.
• Training/Development.
• Tuition reimbursement.
• Commuter benefits.
• Volunteer opportunities.
• Monthly internet stipend.
• The anticipated salary range for this position is $160,000 - 190,000 + bonus. Compensation offered will depend upon job-related factors including relevant experience, & skills.

Equal Opportunity Employment

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.