Job
Description
The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy. We are an equal opportunity employer. As Zycus expands its North American customer footprint and matures its organization, we are seeking a strategic, customer-focused Director of Customer Support to lead support operations for North American customers on our SaaS platform. This leader will own the design, execution, and continuous improvement of a world-class technical support experience, ensuring customer satisfaction, operational excellence, and team development. As a member of the Customer Success Leadership team, you will collaborate across product, engineering, and customer success to improve support outcomes, reduce friction, and enhance product quality through continuous feedback loops. Objective of the role & Key Outcomes of the role: - Achieve and maintain high CSAT (Customer Satisfaction) scores across the customer base - Manage support processes, knowledge bases, and staffing models to reduce response and resolution times from established baseline - Drive increased customer usage of self-service, community, and AI-based support tools to reduce ticket volumes - Drive strict adherence to contractual SLAs for ticket resolution - Define and implement clear escalation processes and procedures to major issues or customer escalations - Leverage data to identify ticket trends, product challenges, and improvement opportunities to reduce ticket volumes - Manage team structure and costs to deliver within defined Cost to Serve parameters - Recruit, train, and retain high-quality support talent - Create clearly defined operating procedures, rapid onboarding processes, and career paths with a training and growth plan for employees Competencies Required: - Customer Centric Mindset - Technical Acumen - Strategic Leadership - Operational Execution - Analytical Mindset - Strong Communicator - People Leader - Support Tools Expertise Must Have: - 10+ years of experience in technical support, with 3+ years in a leadership role, preferably in a mission-critical SaaS or cloud software environment - Experience managing a cost budget - Proven track record building and leading global technical support teams for Fortune 500 companies - Proven experience defining and managing key support metrics using trend data - Hands-on experience with Salesforce Service Cloud and JIRA - Experience and desire to manage a North American located customer base Ideal: - Experience managing teams supporting ERP integrations, such as SAP and Oracle - Experience in an environment with a tiered premium support revenue model Nice to Have: - Certifications (e.g., ITIL, Salesforce Administrator, HDI-SCA) - Hands-on experience deploying AI agents and/or chatbots for support engagement,
