Director of Customer Support - Remote

Overview

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.

In Short

• Lead and mentor a multi-tiered support team to meet SLAs and customer satisfaction goals.
• Own case management processes within Salesforce and optimize high-volume email support workflows.
• Handle critical escalations and act as SME for complex issues.
• Report on key support metrics and drive accountability across the team.
• Partner cross-functionally to continuously improve the customer journey.
• Build and evolve support training, documentation, and knowledge base resources.

Requirements

• 6–10 years in customer support or service leadership.
• Directly manage internal teams and a Business Process Outsourcing (BPO) partner.
• Experience managing teams supporting both hardware and software.
• Hands-on expertise with Salesforce Service Cloud and email-based support.
• Strong track record of meeting SLAs and driving team performance.
• Excellent problem-solving, decision-making, and collaboration skills.

Benefits

• Opportunity to work with leading convenience retail and petroleum brands.
• Be part of a global team committed to excellence and collaboration.
• Drive real impact and contribute to operational efficiency.
• Work in a fast-paced environment with dynamic challenges.