Global Director of Technical Support & Self-Service Excellence

Lever, Inc.; Moscow (ID); On-site; USD 140,000 - 190,000; Full time

Job summary

Lightcast seeks a Director of Customer Technical Support to lead a global team across Moscow, Idaho, and India. This strategic role partners with the SVP of Client Success to scale support operations, drive customer experience, and develop early-career talent.

The position emphasizes 24/6 coverage, AI-enabled self-service adoption, and strong cross-functional collaboration. The ideal candidate will have 8+ years in technical support or customer engineering, proven leadership, and a track record

Qualifications

• 8+ years in technical support or customer engineering.
• Based in Moscow, Idaho with ability to work onsite daily.
• Experience managing international teams, including India-based operations.
• Strong leadership and coaching skills with focus on developing early-career talent.
• Strategic thinker able to align technical insights with business goals.
• Proven ability to build scalable systems and processes that improve service delivery.
• Data-driven, with strength in both qualitative and quantitative analysis.
• Excellent communicator with ability to build trust across executives, clients, and teams.
• Experience managing part-time teams and complex scheduling.
• Highly organized, proactive, and focused on continuous improvement.

Responsibilities

• Mentor global technical support teams (Moscow, India) to deliver 24/6 coverage.
• Foster a high-performance culture focused on technical growth and development.
• Manage a Moscow-based part-time team with complex scheduling and resource planning.
• Champion coaching for early-career reps with regular feedback and clear career paths.
• Set performance standards and drive continuous learning through training and knowledge sharing.
• Oversee India team operations to ensure seamless handoffs and consistent global support.
• Partner with SVP of Client Success & Support to drive support strategy and efficiency.
• Optimize knowledge base and documentation to enhance customer experience.
• Lead adoption of AI-driven, self-service support solutions.
• Enable engineers to identify root product issues and deliver strategic solutions.
• Promote a solution-oriented mindset with strong problem qualification and value articulation.
• Define and track KPIs (e.g., time to resolution, first contact resolution).
• Implement scalable processes for consistent, high-quality service delivery.
• Adapt support strategies to evolving client needs and technical complexity.
• Act as escalation point for complex issues, coordinating cross-functional resolution.
• Use data insights to guide strategy, team development, and resource planning.
• Assess performance and align decisions with business objectives.
• Partner cross-functionally to inform product roadmap with client feedback.
• Establish reporting cadences to surface technical health and product risks.
• Translate technical insights into actionable recommendations for engineering.
• Identify trends and unmet needs to influence product direction.
• Drive innovation through a culture of creativity and solution-focused thinking.

Skills

Leadership

Coaching

Cross-functional collaboration

Data-driven decision making

Strategic thinking

Communication

Process improvement

Scheduling & resource planning

Escalation management

AI-driven support awareness

Tools

CRM systems

Knowledge base management

Data analytics tools

Ticketing systems

Job description

Lightcast seeks a Director of Customer Technical Support to lead a global team across Moscow, Idaho, and India. This strategic role partners with the SVP of Client Success to scale support operations, drive customer experience, and develop early-career talent.

The position emphasizes 24/6 coverage, AI-enabled self-service adoption, and strong cross-functional collaboration. The ideal candidate will have 8+ years in technical support or customer engineering, proven leadership, and a track record