Director, Technical Support

LearnUpon

🇺🇸In-Person - Dublin€100K–€140K/yr8mo ago

Corporate Support Customer Support Technical Support Team Leadership AI Automation SaaS Support

Find Similar Open Jobs

Summary

Director of Technical Support for a 12-14 month maternity cover contract leading LearnUpon's global technical support team. Focus on enhancing customer satisfaction, optimizing support operations, and implementing AI-driven solutions to drive efficiency and scalability.

Key Responsibilities: Lead, mentor, and scale a global technical support team while driving performance excellence through key metrics (CSAT, FRT, MTTR) and developing AI/automation strategies. Serve as executive point of contact for high-priority escalations, conduct root cause analysis across functions, and design multi-tiered support models for growing customer segments.

Skills & Tools: 8-10+ years in technical support within SaaS environments with proven leadership experience managing global teams and strong analytical capabilities. Familiarity with AI in customer support, technical acumen, and experience with SaaS architectures and support ticketing platforms required.

Qualifications: Preferred 5+ years in a director-level role with strong technical acumen and experience implementing AI-powered support tools and multi-tiered support models. Background in SaaS environments and demonstrated ability to build scalable support operations.

Location: Hybrid in Dublin, Ireland (3 days per week in office)

Compensation: Not provided by employer. Typical compensation for this role is €100,000 – €140,000/year based on title, seniority, and location.