Intradiem

Director

• The Director of Technical Experience (Support) is a strategic and operational leader responsible for ensuring our customers receive seamless, efficient, and high-quality Technical Experience across the Intradiem platform.
• Blending incident-management expertise, strategic vision, cross-functional collaboration, and a people-first mindset, this leader guides a global SaaS Support Organization that resolves complex issues and drives continuous improvement.
• They play a key role in establishing and communicating a clear vision for Technical Support excellence, aligning team efforts to broader business objectives and elevating customer satisfaction; grounded in Intradiem’s Servant’s Heart, Craftsman’s Attitude, and Revolutionary Spirit.
• Your Role: As the Director of Technical Experience (Support), you will:
• Set Support Strategy and Vision: Craft and execute a multi-year roadmap that scales 24×7 global support and aligns with company objectives.
• Drive Operational Excellence: Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS.
• Lead and Develop Talent: Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture.
• Own Executive Escalations: Serve as the senior escalation point for critical issues, ensuring swift resolution and clear stakeholder communication.
• Champion Process & Tooling: Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort.
• Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Experience to influence the roadmap and close the feedback loop.
• Manage Budgets & Partners: Optimize internal and outsourced resourcing models while meeting service-level commitments.
• Stay abreast of industry trends, emerging technologies, and best practices to maintain a competitive edge in Technical Support.
• Serve as a thought partner in scaling the Technical Experience team.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.
• Your Background:
• Bachelor’s in Computer Science, Engineering, or related field (Master’s or certifications such as ITIL preferred).
• 12+ years in Technical Support / SaaS environments with 5+ years leading large, cross-functional teams.
• Proven success in strategic planning, KPI-driven decision making, and process innovation.
• Deep expertise with contact-center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus.
• Exceptional communication and stakeholder-management skills, able to influence at all organizational levels.
• Demonstrated ability to build, coach, and scale high-performing, geographically distributed teams.
• Success Metrics:
• Customer Effort & Satisfaction: Improve CSAT/NPS by driving incident-resolution speed and quality while reducing customer effort.
• Operational Efficiency: Reduce Average Case Resolution Time (ACRT) and increase first-contact resolution through process and tooling enhancements.
• Scalability: Meet growing case volumes without proportional headcount increases by leveraging automation, self-service, and optimized staffing models.
• Talent Retention: Increase eNPS scores within the Technical Support organization.
• Budget Adherence: Deliver support services within allocated budget while maintaining agreed service levels.

Director, Technical Experience, Support