Director, Technical Support

Summary

Join Iterable as the Director of Technical Support and lead a team of Senior Technical Support Specialists dedicated to providing exceptional service to high-value enterprise clients. Partner with the Customer Success team to address critical account escalations and serve as a trusted contact for Iterable's most important customers. Oversee all Premier Support team operations, including account assignments and resource allocation. Provide mentorship to frontline managers and drive initiatives to completion. Assume responsibility for team development, including hiring, training, and performance management. Collaborate with Product and Engineering teams to meet customer needs and participate in managing Iterable's support tool stack. Define, track, and report on key performance metrics to ensure support effectiveness and efficiency. This role requires a strong management aptitude, a passion for customer happiness, and a commitment to building a positive team culture.

Requirements

• 5+ years of team building and management experience
• Extensive experience working with high-ARR ($500k+) customers
• Demonstrated history of hiring and managing phenomenal talent
• An empathetic, people-first management style
• Passion for startups, software, and SaaS products
• Strong communication and interpersonal skills
• An ability to solve complex technical problems
• Experience conceptualizing and executing key projects and initiatives

Responsibilities

• Lead a team of Senior Technical Support Specialists and frontline managers whose top priority is to ensure high-value Enterprise and Strategic customers experience the highest level of satisfaction
• Partner with the Customer Success team by participating in critical account escalations and serving as a trusted contact for Iterable’s most high-value customers
• Oversee all operations of the Premier Support team, including account assignments, resource allocation, and rules of engagement
• Provide cascading mentorship to frontline managers to strengthen the support team from the top down
• Distill business goals into business-critical initiatives and projects, and drive those initiatives to completion
• Assume responsibility for all elements of team development, including hiring, training, performance management, and the career growth of each team member
• Work cross-functionally with Product and Engineering, to address a variety of customer needs
• Participate in the management of Iterable’s support tool stack
• Be an Iterable product expert
• Assist the team in answering the most complex customer questions
• Define, track and report on key performance metrics to determine support effectiveness and efficiency

Preferred Qualifications

• Previous experience in a technical customer-facing role with a SaaS organization (such as technical support, sales engineer, solutions consultant or implementation consultant)
• Knowledge of or experience in customer engagement or growth marketing channels such as email, SMS or push notification
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits