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Senior Director, Global Technical Support

• Posted 1 day ago • Updated 1 day ago

Full Time

On-site

Fitment

Dice Job Match Score™

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Job Details

Skills

Decision-making
Continuous Improvement
Merchandising
Customer Support
EMEA
Performance Management
Accountability
Customer Experience
Service Delivery
KPI
Customer Satisfaction
Operational Excellence
Incident Management
WAR
Root Cause Analysis
Routing
Customer Facing
Productivity
Optimization
Workflow
Dashboard
Reporting
Sales
Collaboration
Roadmaps
Innovation
Workforce Management
Budget
Outsourcing
Technical Support
Customer Service
Management
Solaris
Leadership
SaaS
Cloud Computing
ITIL
Problem Management
Customer Relationship Management (CRM)
Microsoft Dynamics
Stakeholder Management
Product Engineering
Google Tag Manager (GTM)
Retail
Supply Chain Management
Artificial Intelligence
Manufacturing
Finance

Summary

{"description": "Introduction

SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry. We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.

We are seeking a Senior Director, Global Technical Support to join our team.

The Senior Director of Global Technical Support is a senior leader responsible for operationalizing and scaling global support delivery for a complex enterprise SaaS platform. This role owns day-to-day execution of a multi-region, follow-the-sun support organization, ensuring high-quality customer outcomes, operational rigor, and continuous improvement.

This leader partners closely with Product, Engineering, Customer Success, and GTM teams to drive customer stability, reduce escalations, and improve service performance. Experience supporting retail or CPG environments is a strong preference, particularly in systems related to merchandising, supply chain, and store operations.

Job Description

What You'll Do:

Global Support Operations & Execution

Execute the global customer support strategy in alignment with VP/Executive leadership
Lead and scale a distributed support organization across AMER, EMEA, and APAC
Drive consistent operating rhythms, team structure, and performance management across regions
Build a strong execution culture focused on accountability, responsiveness, and customer outcomes
Align support readiness with customer business cycles (e.g., seasonal peaks, high-volume events)

Customer Experience & Service Delivery

Own operational KPIs including CSAT, response/resolution times, backlog health, and escalation handling
Drive measurable improvements in customer satisfaction across enterprise clients
Act as senior escalation leader for high-priority customer issues and major incidents
Ensure consistent, high-quality support experience across customer segments

Operational Excellence & Incident Management

Implement and enforce global support processes, SLAs/OLAs, and performance standards
Lead Major Incident Management (MIM) execution, including war rooms and cross-functional coordination
Drive root cause analysis (RCA) and ensure follow-through on corrective actions
Partner with Engineering to reduce recurring issues and improve platform reliability

AI, Automation & Productivity Enablement

Operationalize AI-driven support capabilities, including:
- Intelligent case triage and routing
- Agent-assist tools (summarization, suggested resolutions)
- Self-service and customer-facing automation
Drive improvements in case deflection, resolution speed, and agent productivity
Partner with platform teams to embed AI into support workflows and CRM systems

Systems & Tools Optimization

Own execution and optimization of the support technology stack (e.g., CRM such as Microsoft Dynamics 365)
Drive system enhancements to improve agent efficiency and customer visibility
Support consolidation and standardization of tools across regions
Integrate telemetry, diagnostics, and automated workflows into support operations
Deliver dashboards and reporting for operational performance and customer health

Cross-Functional Collaboration

Partner with Customer Success and Services teams to ensure seamless post-sales experience
Collaborate with Product and Engineering to prioritize fixes based on customer impact and support insights
Provide structured feedback loops from support into product roadmap and innovation
Align with GTM teams to support retention and expansion goals

Financial & Workforce Management

Manage regional budgets, headcount planning, and capacity models
Optimize cost-to-serve while maintaining high service quality
Support vendor/outsourcing strategies where appropriate

What You Bring:

15+ years of experience in technical support, customer operations, or customer success within enterprise SaaS or technology organizations
Proven experience managing global, multi-tier support teams in a follow-the-sun model
Strong operational leadership in enterprise SaaS or cloud environments
Demonstrated experience implementing AI/automation in support operations
Solid understanding of ITIL-based incident and problem management
Experience with enterprise CRM/support platforms (e.g., Microsoft Dynamics 365)
Strong stakeholder management across Product, Engineering, Customer Success, and GTM teams
Strong preference for experience in Retail, CPG, or supply chain technology environments

About Us

About Us:

SymphonyAI builds Vertical AI applications that help enterprises tackle their most complex, high-value challenges-like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world's largest grocers and industrial manufacturers, SymphonyAI delivers domain-trained applications and pre-built agents, ready to work on day one.

#LI-DC1 #LI-REMOTE", "salary_raw": null}

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90922487
Position Id: 24190397
Posted 1 day ago

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