Director, Customer Support

Summary

Join NICE, a global leader in software solutions, as their Director of Customer Support. Lead and scale global support operations for an Enterprise SaaS platform serving the Financial Services industry. Manage a global team, ensuring high-quality service delivery and collaboration with engineering, sales, and product teams. Drive operational improvements, set strategic goals, and meet service level agreements (SLAs) while prioritizing customer satisfaction and business growth. This role requires strong leadership, strategic planning, and a customer-centric approach. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

• Proven leadership experience (typically 10+ years) in cloud support or related fields, with a strong background in managing cloud-based infrastructure and teams
• Leadership experience in building and managing high-performance teams
• Strong understanding of cloud technologies (AWS, Azure, GCP) and how they relate to customer support needs
• Ability to collaborate with cross-functional teams including product, engineering, and sales
• Excellent communication and problem-solving skills
• Customer-focused mindset with a deep understanding of CSAT and NPS metrics
• Ability to manage budgets and resources effectively
• Experience in working with global teams and cross-cultural environments
• This role requires a strong balance of strategic leadership, operational efficiency, and customer-centric focus

Responsibilities

• Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency
• Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs
• Build, lead, mentor, and scale a geographically distributed support team (Tier 1–3) off over 100 staff. Establish clear goals, performance metrics, and career development plans
• Promote a culture of collaboration, accountability, and continuous improvement within the team
• Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows
• Collaborate with senior leadership to align cloud support objectives with overall company strategy
• Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded
• Act as the voice of the customer internally. Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development
• Oversee the resolution of high-priority customer support cases, ensuring timely and effective solutions
• Ensure the team is proactive in identifying and addressing potential issues before they impact customers
• Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly
• Monitor and analyze CSAT (Customer Satisfaction) and other feedback metrics to identify trends and areas for improvement
• Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations
• Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them
• Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance
• Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success)
• Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported
• Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction
• Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends
• Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable
• Ensure the team is fully trained and equipped with the tools necessary for effective cloud support
• Evaluate and recommend new cloud technologies or processes to improve support delivery
• Manage the customer support department’s budget, ensuring proper allocation of resources to meet business needs
• Forecast resource requirements and allocate resources effectively to handle customer demand
• Ensure cost-effective operations while maintaining high-quality service
• Ensure that cloud support operations comply with relevant legal, regulatory, and security standards
• Work with security teams to address any security-related customer concerns or incidents within cloud environments
• Develop and enforce best practices for data protection and privacy
• Provide regular reports to executive leadership on cloud support performance, including customer satisfaction, escalations, resource utilization, and cost
• Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience
• Ensure clear and effective communication within the support team and with other internal stakeholders
• Drive initiatives to continuously improve the cloud support process and the overall customer experience
• Prepare support systems for continued global growth, product expansion, and increased customer complexity
• Lead post-mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week