The Director of Customer Technical Support is a strategic leader responsible for coaching and developing a high performing global technical support organization. This leader acts as a strategic partner to the SVP of Client Success and Support, guiding technical teams across the Moscow, Idaho headquarters and India based operations. The role focuses on delivering long term technical stability and excellence for a global client base.
This leader combines high impact leadership with operational expertise and data driven decision making to drive measurable outcomes. The Director collaborates cross functionally with product management and engineering to scale support operations and optimize the customer experience. A primary focus is the professional development of early career representatives and the management of a specialized part time workforce in Idaho.
Major Responsibilities:
- Mentor global technical support teams (Moscow, India) to deliver 24/6 coverage.
- Foster a high-performance culture focused on technical growth and development.
- Manage a Moscow-based part-time team with complex scheduling and resource planning.
- Champion coaching for early-career reps with regular feedback and clear career paths.
- Set performance standards and drive continuous learning through training and knowledge sharing.
- Oversee India team operations to ensure seamless handoffs and consistent global support.
- Partner with SVP of Client Success & Support to drive support strategy and efficiency.
- Optimize knowledge base and documentation to enhance customer experience.
- Lead adoption of AI-driven, self-service support solutions.
- Enable engineers to identify root product issues and deliver strategic solutions.
- Promote a solution-oriented mindset with strong problem qualification and value articulation.
- Define and track KPIs (e.g., time to resolution, first contact resolution).
- Implement scalable processes for consistent, high-quality service delivery.
- Adapt support strategies to evolving client needs and technical complexity.
- Act as escalation point for complex issues, coordinating cross-functional resolution.
- Use data insights to guide strategy, team development, and resource planning.
- Assess performance and align decisions with business objectives.
- Partner cross-functionally to inform product roadmap with client feedback.
- Establish reporting cadences to surface technical health and product risks.
- Translate technical insights into actionable recommendations for engineering.
- Identify trends and unmet needs to influence product direction.
- Drive innovation through a culture of creativity and solution-focused thinking.
Education & Experience:
- 8+ years in technical support or customer engineering, with a track record of leading high-performing teams.
- Based in Moscow, Idaho with ability to work onsite daily.
- Experience managing international teams, including India-based operations.
- Strong leadership and coaching skills with a focus on developing early-career talent.
- Strategic thinker able to align technical insights with business goals and influence executives.
- Proven ability to build scalable systems and processes that improve service delivery.
- Data-driven, with strength in both qualitative and quantitative analysis.
- Excellent communicator with the ability to build trust across executives, clients, and teams.
- Experience managing part-time teams and complex scheduling.
- Highly organized, proactive, and focused on continuous improvement.
What We Do
Emsi Burning Glass is now Lightcast. Our name is new, but our dedication to providing the world’s best data-driven talent strategies remains the same. We’re going to continue bringing clarity to the labor market, guiding our customers through a complex and changing world and giving them the competitive advantage they demand. Our mission is to unlock new possibilities in the labor market.
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