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The Director of Customer Technical Support leads a global technical support team, focusing on mentorship, operational excellence, and strategic collaboration to enhance client support and experience.

This entry-level role involves providing technical support and service to customers, troubleshooting issues, and assisting with internal operations and documentation.

Manage a portfolio of customer accounts to drive satisfaction, retention, and growth. Support onboarding, adoption, renewals, and identify upsell/cross-sell opportunities while collaborating with Sales, Customer Success, Product, and internal teams. Maintain account documentation, conduct customer meetings, and use feedback and data to improve account health.

Develop and maintain labor market taxonomies and classifications; analyze large unstructured datasets to identify patterns; integrate taxonomies with data models; support data governance, migration, and cross-functional projects; monitor taxonomy best practices and contribute to data quality and consistency.

Lead and coach a team of 5-7 Customer Success Managers while managing a personal portfolio of strategic accounts. Drive renewals, retention, upsells, and long-term growth through consultative engagement. Build scalable onboarding and success processes, define KPIs and dashboards, partner with Sales and Product, and translate customer insights into product and strategy recommendations.

Analyze and improve multilingual classifiers, partner with linguistics and engineering teams, validate taxonomy translations, and document findings.

Support data quality by analyzing multilingual classifier outputs, refining parsers, and translating taxonomy content between English and German while maintaining accuracy in high-volume tasks.

Lead and scale global talent acquisition by managing full-cycle recruiting, developing sourcing strategies, optimizing processes and systems, building pipelines for hard-to-fill roles, establishing metrics and dashboards, coaching hiring managers, partnering with leaders and marketing on employer brand, and ensuring compliant, inclusive hiring across multiple regions.