Director, Global Customer Support - Austin, TX or Orlando, FL

Location: Hybrid, with weekly on-site presence in either Austin, TX or Orlando, FL
Help Desk Hours: Typically 6 am - 11 pm ET, including weekends and holidays; availability for emergent situations required

Role Overview:

Are you energized by the challenge of managing high-volume, highly skilled support teams? Do you excel at training your managers to deliver customer service with both empathy and technical expertise? As the Director of Global Customer Support for Top Accounts, you will lead a dedicated team to provide exceptional support for clients using Oracle’s SaaS Hospitality tools. Your role will be essential in meeting SLAs, enhancing customer satisfaction, and collaborating cross-functionally to drive product improvements.

What We Are Looking For:

Experience: Proven experience in managing high-volume support teams, preferably within the SaaS or hospitality industry. Strong track record of leading and developing managers and technical teams. Customer & SLA Management: Demonstrated ability to handle large, strategic accounts and meet SLA targets consistently. Cross-Functional Skills: Experience working cross-functionally to enhance product performance and address customer needs. Mentorship & Innovation: Strong capabilities in mentoring team members and driving continuous improvement and innovation. Communication & Negotiation: Excellent negotiation, interpersonal, written, and oral communication skills. Ability to influence policy and manage complex situations effectively. Availability: Flexibility to work within help desk hours and availability for emergent situations outside of standard hours.

What We Like to See:

Industry Experience: Experience in the hospitality software or SaaS industry is highly desirable. Leadership: Demonstrated ability to lead and develop managers and teams in a Director-level support role, ideally with 8-10+ years of experience. Customer Management: Experience managing support teams that handle large, strategic customers. Efficiency Improvement: Proven track record of collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations. Coaching Skills: Excellent coaching abilities with experience mentoring early-career professionals considered a plus. Communication Skills: Strong negotiation, interpersonal, written, oral communication, and presentation skills are required. Problem-Solving: A proactive problem solver with a focus on finding solutions and driving results. Education: Bachelor’s degree in Information Technology, Computer Science, Management Information Systems (MIS), Management, or a related field is preferred.
 

Career Level - M4