Director of Support
Full-Time / Customer Support / Tel Aviv, Israel
The Director of Support will be a significant contributor to the success of Logz.io global support. This leader will be responsible for ensuring that SLAs are achieved and making the global teams ready to deliver an outstanding customer experience.
ResponsibilitiesManaging the global technical support teams and managersEnsuring the successful delivery of the Support offerings for resolution or escalation from customersEstablish work procedures and processes according to department standards to meet the team’s KPIsConduct hands-on technical investigation for customer tickets that are being escalatedDevelop and maintain quality metrics and standards for the Support teams, including identification of challenges and opportunitiesImprove customer service experience, create engaged customers and facilitate organic growthDrive and work frequently with cross-functional teams on global projectsEscalate support related concerns and situations and be the customer-facing front for any major technical problem in the regionsOversee responsibilities for customers' satisfaction across the regionsAnalyze statistics and compile accurate reportsResponsible for team performance evaluationsResponsible for new employee onboarding, ongoing training, and knowledge management
Requirements Bachelor’s Degree or Equivalent in related fields7+ years of customer-facing experienceExperience in SaaS company or a related industry/field3+ years in a management role managing managers and technical support engineers Strong technical approachA highly motivated individual, with a positive & proactive attitudeMust be customer support oriented and dedicated to teamwork and collaborationAbility to act rapidly and logically under pressure, and make effective use of others in overcoming challengesStrong leadership qualitiesVersatility, flexibility, and a willingness to work within a constantly changing environmentAbility to interact and partner with all levels of management internally and with customer organizations your team supportsEager to constantly learn and improve on personal and team overall performanceExcellent verbal and written communication skills in both English and HebrewFlexible with working outside of core business hours
AdvantagesFamiliarity with the ELK stack and other logging solutionsBasic knowledge of Unix terminal and folder structureInteraction with technical writingExposure to coding languages and/or API libraries such as Java, Python, Ruby, etc.Experience with Amazon/Azure environment