Director of Technical Customer Support

The Opportunity:Our client is a global software organisation with a strong presence across multiple global markets and an extensive portfolio of enterprise software solutions.

An exciting opportunity has arisen for an experienced technical customer support leader to transform and lead a high-performing support function across multiple regions. Reporting to a senior global executive, this role will play a key part in driving operational excellence, improving customer experience, and embedding bets practice technical support across a complex global business.

This is a leadership role focused on transformation rather than day-to-day ticket management. You'll be responsible for creating and maintaining a scalable, high-performing support organisation that delivers exceptional service while partnering closely with Product, Engineering, Customer Success and Consulting teams.

Key Responsibilities

• Lead the transformation and ongoing maturity of a multi-region customer support function.
• Build and develop high-performing leaders and geographically dispersed teams.
• Drive governance, standardisation and continuous improvement across support operations.
• Establish meaningful KPIs focused on SLA performance, customer satisfaction, technical performance, quality and operational efficiency.
• Partner closely with Product, Engineering and Customer Success to improve the end-to-end customer experience.
• Lead complex technical escalations while implementing proactive improvements to reduce future issues.
• Champion automation, self-service capabilities and knowledge management initiatives.
• Prepare support teams for new product releases through structured enablement and readiness programs.

About You

You'll be an experienced leader from an enterprise software / SaaS environment, or a complex commercial business, with a track record of building and transforming customer support organisations.
You'll bring:

• Significant experience leading customer support, customer care or technical support functions.
• Experience managing large, geographically dispersed teams through multiple layers of leadership.
• A strong operational mindset with experience improving service delivery, governance and support processes.
• Demonstrated success partnering with Product, Engineering and Customer Success teams.
• Strong commercial acumen with excellent stakeholder management and executive communication skills.
• Experience driving organisational change within a complex technology business.

What's on Offer

• Executive leadership role reporting into a global leadership team.
• Competitive remuneration and incentive package.
• Opportunity to shape and transform an international support organisation.
• Highly collaborative, customer-focused technology business.
• Hybrid working environment based in Sydney.

The successful candidate must be based in Sydney or available to relocate. 

If this role sounds of interest and you are passionate about innovative technical solutions and customer experience, then we would love to hear from you. Please apply direct or for more information reach out to Charlotte Boyes – ***************@troocoo.com.