Aplin is partnering with a growth-stage software company seeking aDirector of SupportServicesto lead the transformation of a distributed technical support organization. This role focuses on team development, operational excellence, customer experience, and cross-functional partnership with Product and Engineering.
This is an opportunity for an experienced support leader to make a significant impact by building scalable processes, improving customer outcomes, and developing a high-performing team within a growing software environment.
Key ResponsibilitiesLeadership & Team Development
- Lead, mentor, and develop a distributed team of technical support professionals.
- Foster a culture of accountability, collaboration, continuous learning, and customer focus.
- Establish clear performance expectations and coaching plans.
- Support career development and succession planning initiatives.
Operational Excellence
- Assess and optimize support processes, workflows, and service delivery practices.
- Drive initiatives that improve efficiency, scalability, and resolution quality.
- Establish and maintain support performance standards and service objectives.
- Implement best practices that support continued organizational growth.
Customer Experience
- Champion proactive and transparent customer communication.
- Improve escalation management and issue resolution processes.
- Develop standards that strengthen the customer experience throughout the support lifecycle.
- Promote a culture focused on responsiveness and accountability.
Cross-Functional Partnership
- Collaborate closely with Product, Engineering, and other internal stakeholders to address recurring issues and improve customer outcomes.
- Establish effective feedback loops between support and product teams.
- Help identify root causes and drive long-term resolutions for customer-impacting concerns.
Reporting & Continuous Improvement
- Develop and maintain key performance indicators and operational reporting.
- Analyze support trends and performance data to identify opportunities for improvement.
- Present recommendations and progress updates to leadership.
- Drive ongoing process improvement initiatives.
Resource Planning
- Forecast team and operational needs to support future growth.
- Evaluate staffing requirements and recommend scalable solutions.
- Ensure support resources align with customer demand and business objectives.
QualificationsRequired
- 5+ years of experience leading Technical Support, Customer Support, or Service Delivery teams within a software or SaaS environment.
- Proven experience improving and scaling support organizations.
- Strong understanding of support operations, service metrics, and customer experience best practices.
- Experience working cross-functionally with Product and Engineering teams.
- Demonstrated success leading remote or distributed teams.
- Excellent communication, coaching, and stakeholder management skills.
Preferred
- Experience supporting enterprise customers.
- Technical background or strong understanding of software development and technical troubleshooting.
- Experience leading organizational or support transformation initiatives.
- Familiarity with modern support technologies, automation, and AI-enabled tools.
Compensation & Benefits- Competitive compensation package (expected salary range is $110,000 - $135,000 per annum, commensurate with experience).
- Comprehensive health and wellness benefits.
- Employer-matched retirement savings program.
- Professional development opportunities.
- Additional employee-focused programs and perks.
