Job
Description
We are seeking a dynamic and experienced Director of First Line Support (FLS) to lead our 24x7 FLS support operation. This role is critical as the first point of contact for our global customer base, ensuring exceptional service delivery and operational excellence. The ideal candidate will be a strategic leader with a passion for customer success, talent development, and continuous improvement. What you will be doing? Leadership & Strategy Lead and manage a 24x7 First Line Support team providing global coverage. Define and execute the FLS strategy aligned with overall support and business goals. Serve as the escalation point for critical customer issues and ensure timely resolution. Talent Acquisition & Development Recruit, onboard, and retain top-tier support talent. Design and implement training programs focused on technical skills, product knowledge, and support processes. Foster a culture of learning and career progression, positioning FLS as a feeder team for other support functions. Operational Excellence Ensure consistent, high-quality customer interactions across all channels (email, chat, phone, ticketing). Monitor and report on key performance indicators (KPIs) such as response time, resolution time, CSAT, and SLA adherence. Drive process improvements and automation to enhance efficiency and scalability. Collaboration & Communication Work closely with Product, Engineering, and Tier 2/3 Support teams to ensure seamless issue escalation and resolution. Provide regular updates to senior leadership on team performance, challenges, and opportunities. Represent the voice of the customer in internal discussions and initiatives. Have you got what it takes? 10+ years of experience in technical support or customer service, with at least 5 years in a leadership role. Proven experience managing global, 24x7 support operations. Strong background in hiring, training, and developing high-performing teams. Excellent communication, interpersonal, and stakeholder management skills. Familiarity with support tools (e.g., Zendesk, ServiceNow, Salesforce) and ITIL best practices. Bachelors degree in Computer Science, Information Technology, or a related field (Master s preferred). Preferred Attributes: Experience in a SaaS or technology-driven environment. Ability to thrive in a fast-paced, high-growth, and customer-centric organization. Passion for mentoring and growing future leaders
