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Director, Global Customer Support - Austin, TX or Orlando, FL

Oracleabout 1 year ago
Austin, Texas, United States
Hybrid
Full-time
Junior Level (1-3 years)
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Job Description

Key Responsibilities

  • Lead and mentor a team of front-line managers and technical engineers to deliver world-class support.
  • Ensure all service level agreements (SLAs) are met or exceeded.
  • Drive initiatives to continually improve and maintain high levels of customer satisfaction.
  • Work with internal teams to identify and address product issues, contributing to product enhancements and innovations.
  • Direct and oversee the implementation of operational policies through subordinate managers.
  • Engage with executive management both internally and externally to negotiate and resolve complex issues.

Required Qualifications

  • Proven experience in managing high-volume support teams, preferably within the SaaS or hospitality industry.
  • Strong track record of leading and developing managers and technical teams.
  • Demonstrated ability to handle large, strategic accounts and meet SLA targets consistently.
  • Experience working cross-functionally to enhance product performance and address customer needs.
  • Strong capabilities in mentoring team members and driving continuous improvement and innovation.
  • Excellent negotiation, interpersonal, written, and oral communication skills.

Preferred Qualifications

  • Experience in the hospitality software or SaaS industry is highly desirable.
  • Demonstrated ability to lead and develop managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
  • Experience managing support teams that handle large, strategic customers.
  • Proven track record of collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
  • Excellent coaching abilities with experience mentoring early-career professionals considered a plus.

Benefits & Perks

  • Hybrid Work Environment: Balance between remote work and weekly on-site presence in Austin, TX or Orlando, FL.
  • Competitive Compensation: Comprehensive benefits and competitive salary package.

Required Skills

SLA Management
Operational Oversight
Team Mentoring
Communication
Strategic Account Management
Cross-Functional Collaboration
Customer Support Management
Leadership
Negotiation