Global Director, Technical Support & Product Partnerships

Constant-Contact; Waltham (MA); Híbrido; USD 137 000 - 172 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits

Paid time off

Hybrid work model

Competitive benefits package

Resumo da oferta

Constant Contact is seeking a Director of Customer Support to lead our global service delivery for a high-volume, multi-channel environment. You will manage Tier 2 and Tier 3 support, align with Engineering and Product teams, and drive strategic product improvements while maintaining exceptional customer outcomes.

You will shape staffing plans with WFM and Finance, coach leaders, and foster a data-driven culture focused on CSAT/NSAT, FCR, and efficient operations across onshore, nearshore, and

Qualificações

• 5+ years of senior leadership experience in a high-volume customer or technical support center.
• SaaS domain expertise, SMB knowledge, and cross-functional collaboration.
• Strong partnerships with Engineering, Product, and IT to manage roadmaps and escalation processes.
• Experience managing diverse teams across onshore, nearshore, and offshore locations.
• Proven ability to drive continuous quality improvements and problem-solving initiatives.

Responsabilidades

• Oversee Tier 2 & 3 support delivery with technical escalation responsibilities.
• Partner with Engineering and Product to drive product improvements and bug remediation.
• Manage performance against CSAT/NSAT, FCR, handling times, and resolution rates.
• Govern escalation processes to protect customer retention and fast issue resolution.
• Collaborate with Workforce Management and Finance to align staffing with SLAs and budgets.

Conhecimentos

Senior leadership

SaaS domain

Technical stakeholder management

Leadership of multi-site teams

Analytical execution

Vendor management

Descrição da oferta de emprego

Constant Contact is seeking a Director of Customer Support to lead our global service delivery for a high-volume, multi-channel environment. You will manage Tier 2 and Tier 3 support, align with Engineering and Product teams, and drive strategic product improvements while maintaining exceptional customer outcomes.

You will shape staffing plans with WFM and Finance, coach leaders, and foster a data-driven culture focused on CSAT/NSAT, FCR, and efficient operations across onshore, nearshore, and