Support Director

2 semanas atrás

Rondônia, Brasil Ionic Partners Tempo inteiro

We are seeking a strategic and results-driven Support Director to lead our support teams and foster a performance-based culture at Ionic Partners. This role requires a strong focus on productivity, metrics, and continuous improvement to ensure exceptional service delivery across multiple products.

The Support Director will be responsible for mentoring and developing team members, driving operational excellence, and collaborating with cross-functional teams to enhance the customer experience. As a dynamic leader, you will be at the forefront of driving excellence in customer support within a fully remote environment.

This is an opportunity to lead in a dynamic, forward-thinking organization with a strong leadership team committed to your success. You'll have the chance to innovate, implement cutting-edge solutions, and expand your influence as our group of companies continues to grow.

Key Responsibilities:

  • Lead, mentor, and inspire a team of support professionals to achieve high performance and deliver exceptional customer service.
  • Drive a performance-based culture by setting clear goals, monitoring key metrics, and holding the team accountable for achieving results.
  • Oversee the delivery of support services across multiple products, ensuring that customer issues are resolved promptly and effectively.
  • Leverage deep technical experience to understand and troubleshoot complex issues, whether in code, SQL, infrastructure, or product.
  • Identify and implement automation opportunities and other innovations to drive substantial results for the support organization.
  • Partner with other functions such as Product, Engineering, and Sales to drive improvements in product knowledge, customer feedback loops, and support processes.

Requirements:

  • At least 10 years of experience managing mid-size to large support teams, with a strong track record of driving performance improvements and achieving results through metrics and data-driven decision-making.
  • Extensive technical background, with experience in areas such as software development, SQL, infrastructure, and deep product knowledge.

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