Director of Support - Remote

Overview

We are seeking a highly motivated and experienced Director of Support to lead our customer support operations, focusing on enhancing customer satisfaction and efficient resolution of support issues.

In Short

• Develop and execute a comprehensive support strategy.
• Lead and manage the support team.
• Establish and monitor key performance indicators (KPIs).
• Oversee implementation of support tools and systems.
• Collaborate with product development, sales, and marketing teams.
• Maintain strong relationships with key customers.
• Ensure compliance with service level agreements (SLAs).
• Identify and implement best practices in support operations.
• Manage major incidents and conduct post-incident reviews.
• Stay current with industry trends in customer support.

Requirements

• Proof of eligibility to work in IRL / UK.
• Proven experience in a senior application support management role.
• Excellent leadership and people management skills.
• Strong strategic planning and organizational abilities.
• Exceptional communication and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Proficiency in application support tools and software.

Benefits

• Opportunity to lead a dynamic support team.
• Engagement with cross-departmental collaboration.
• Professional development and mentorship opportunities.
• Work in a leading global hospitality company.
• Contribute to enhancing customer experiences.