Director, Technical Support

Summary

Join NICE, a global leader in software solutions, as their dynamic Director of First Line Support (FLS)! Lead and manage a 24x7 global FLS team, ensuring exceptional customer service and operational excellence. Develop and implement strategies to enhance team performance, focusing on talent acquisition, training, and continuous improvement. Monitor key performance indicators (KPIs) and drive process improvements. Collaborate with other support teams and senior leadership, representing the customer's voice. This role requires 10+ years of experience in technical support and leadership, a strong background in team development, and excellent communication skills. NICE offers a hybrid work model (NICE-FLEX) with flexible remote work options.

Requirements

• 10+ years of experience in technical support or customer service, with at least 5 years in a leadership role
• Proven experience managing global, 24x7 support operations
• Strong background in hiring, training, and developing high-performing teams
• Excellent communication, interpersonal, and stakeholder management skills
• Familiarity with support tools (e.g., Zendesk, ServiceNow, Salesforce) and ITIL best practices
• Bachelor's degree in Computer Science, Information Technology, or a related field (Master’s preferred)

Responsibilities

• Lead and manage a 24x7 First Line Support team providing global coverage
• Define and execute the FLS strategy aligned with overall support and business goals
• Serve as the escalation point for critical customer issues and ensure timely resolution
• Recruit, onboard, and retain top-tier support talent
• Design and implement training programs focused on technical skills, product knowledge, and support processes
• Foster a culture of learning and career progression, positioning FLS as a feeder team for other support functions
• Ensure consistent, high-quality customer interactions across all channels (email, chat, phone, ticketing)
• Monitor and report on key performance indicators (KPIs) such as response time, resolution time, CSAT, and SLA adherence
• Drive process improvements and automation to enhance efficiency and scalability
• Work closely with Product, Engineering, and Tier 2/3 Support teams to ensure seamless issue escalation and resolution
• Provide regular updates to senior leadership on team performance, challenges, and opportunities
• Represent the voice of the customer in internal discussions and initiatives

Preferred Qualifications

• Experience in a SaaS or technology-driven environment
• Ability to thrive in a fast-paced, high-growth, and customer-centric organization
• Passion for mentoring and growing future leaders

Benefits

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