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Director, Technical Support



IT, Customer Service
Vancouver, BC, Canada
Posted on Thursday, April 11, 2024

Visier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!

As part of our overall Customer Experience (CX) team, our technical support team works closely with our customers to support them with their technical issues and escalations. This team is responsible for investigating data-related issues, delivering expertise on product-related questions, and helping make changes to customer’s data to provide a world-class customer support experience.

As the Director, Technical Support, you'll be responsible for leading, coaching and managing our technical support team to ensure the highest level of customer satisfaction. You will ensure your managers are set up for success to oversee the day-to-day operations of the technical support department, including staff management, resource allocation, performance monitoring and handling customer escalations in a timely manner. Additionally, you will work closely with other departments to identify areas for improvement and implement strategies to enhance the overall customer support experience.

We are ideally seeking someone based in Vancouver, working a hybrid schedule Tues - Thurs in-office with Mon & Fri flexible.

What you'll be doing...

  • Build the Team:
    • Lead team development to meet the evolving needs of our expanding customer base.
    • Oversee work intake, resource allocation, and personnel management, including hiring and development initiatives.
    • Coaching and mentoring managers to enhance their leadership capabilities and drive team performance
  • Enhance Technical Support Efficiency:
    • Develop and execute strategies to enhance the efficiency and effectiveness of the technical support department.
  • Establish Support Processes:
    • Establish and maintain support processes and procedures to ensure the timely resolution of customer issues.
  • Performance Monitoring:
    • Monitor and analyze key performance metrics to identify trends and areas for improvement in technical support operations.
  • Cross-Functional Collaboration:
    • Collaborate with product development, development, and sales teams to address customer issues and optimize the product/service offering.
  • Contribute to CX Evolution:
    • Work closely with the CX leadership team to contribute to the overall evolution of the CX department.
  • Complex Issue Resolution:
    • Serve as the escalation point for complex customer issues, ensuring prompt resolution and customer satisfaction.
  • Career Development Focus:
    • Rebrand the Technical Support organization to become a hub for career development opportunities.
  • Implement Best Practices:
    • Assist in implementing Visier best practices within the technical support organization.
  • Industry Trends Awareness:
    • Stay current on industry trends and best practices in technical support and customer service.

What you'll bring to the table...

  • Extensive experience leading enterprise technical support organizations across multiple regions.
  • Bachelor's degree in computer science, engineering, or related field; Master's degree preferred.
  • Proficiency in working within a SaaS (Software as a Service) environment.
  • Deep-seated passion and dedication to customer service excellence.
  • Proven ability to establish and nurture partnerships and trusted relationships with key stakeholders both internally and externally.
  • Demonstrated track record of effectively leading and managing high-performing teams.
  • Capacity to excel in fast-paced and dynamic environments.
  • Outstanding communication and interpersonal abilities, enabling effective interactions with customers and internal stakeholders.
  • Established history of driving process improvements and delivering tangible results in rapid-paced settings.
  • Experience with implementing Customer Relationship Management (CRM) systems and other related applications.

Most importantly, you share our values...

  • You roll up your sleeves
  • You make it easy
  • You are proud
  • You never stop learning
  • You play to win

The base pay range for this position in Canada is $170k - $200k year + bonus

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

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