Associate Director/Director, Technical Support

Summary

Join interface.ai, a leading AI provider for banks and credit unions, as a Senior Manager or Director of Customer Support! Lead and manage a high-performing technical support team based in India, supporting US-based customers using our AI-driven SaaS products. Develop and execute support strategies, collaborate with cross-functional teams, and drive improvements in customer satisfaction and product quality. You will handle technical escalations, analyze support data, and maintain support documentation. This role requires strong technical expertise, leadership skills, and experience managing global support teams across different time zones. The ideal candidate will have a proven track record of success in a fast-paced, customer-focused environment.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• 12+ years of experience with a minimum of 6 years in technical support and at least 2 years in a leadership role managing support teams
• A strong technical background with a solid grasp of software systems, programming and scripting, software architecture, and cloud technologies
• Direct, practical experience in troubleshooting and fixing complex technical problems
• Excellent written and verbal communication skills, with fluency in English to effectively interact with US customers and internal teams
• Ability to work with Product and Engineering teams to escalate issues needing code changes, triage bugs, and provide detailed reports to engineers
• Demonstrated ability to lead, motivate, and develop a team in a fast-paced, customer-focused environment
• Strong analytical capabilities to interpret support data, identify trends, and implement improvements
• Familiarity with customer support tools such as Zendesk, Freshdesk, or similar platforms
• Experience managing teams that handle customer inquiries via phone, chat, and email, with knowledge of call center operations
• Ability to manage a team across different time zones, ensuring seamless support for US business hours

Responsibilities

• Lead and manage the customer support team, overseeing hiring, training, and performance management to build a high-performing unit
• Develop and implement support strategies and metrics that align with company objectives, focusing on improving customer satisfaction and operational efficiency
• Ensure the support team meets key performance metrics, including response times, resolution rates, and customer satisfaction scores
• Handle escalated customer issues, providing expert technical guidance to the team to resolve complex problems
• Analyze support data to identify trends, pinpoint areas for improvement, and drive data-informed decisions
• Work closely with product and engineering teams to identify, troubleshoot, and resolve recurring technical issues
• Work with Product and Engineering leadership to give inputs to Product roadmap and releases
• Develop and maintain support documentation, such as playbooks, FAQs, and knowledge bases, to empower the team and customers
• Manage support operations to ensure coverage for US business hours, including shift planning and team rotations

Preferred Qualifications

• Master’s degree or certifications in management, customer service, or a technical discipline
• Background in the financial services sector, particularly with credit unions
• Familiarity with AI and machine learning technologies, ideally in a support context
• Experience working with US-based customers or managing global support operations