Director, Technical Customer Support

Atlanta, GA, United States

Meet MacStadium. We build cloud solutions to simplify Mac for business. We actively participate in and influence the Apple ecosystem in a cool way and have been a part of it since day one. Developers and end users at leading tech companies, big enterprises, and small teams rely on MacStadium’s innovative solutions every day. We have a passionate team of hard working, hard playing professionals with a big, shared vision. Come join us as we grow again!

What we need:

Highly motivated and experienced Director, Technical Customer Support to build a solid foundation of a customer support function and ultimately, hire and lead a customer support team. You will be responsible in addressing customer needs with our products efficiently by acting as a liaison between customers and internal departments at MacStadium.

The ideal candidate will be a passionate advocate for customer success, with a proven track record of implementing and utilizing support and integrated communication platforms (e.g., Zendesk, Freshworks). You will possess a deep understanding of customer-centric software, software solutions support, and experience with cloud computing and SaaS platforms to ensure our customers have a delightful, seamless experience.

This position reports to the Chief Operating Officer and preferred location for this role is in Atlanta, GA.

MacStadium's current U.S. office locations are in Atlanta, GA and Las Vegas, NV. While it is ideal to have this position located in close proximity to one of our offices, we are open to filling the role remotely outside of the states of Georgia and Nevada (within the United States) for the right candidate. For remote applicants outside of Eastern time zone, working hours will coincide with Eastern time zone hours.

What you will be doing: Partner with product development and engineering teams to ensure software and solutions address customer pain points and provide a user-friendly experience.

Develop and maintain comprehensive knowledge bases and self-service resources for customer self-sufficiency.

Analyze customer support data to identify trends, opportunities for improvement, and areas for proactive support initiatives.

Manage the customer support budget and resources effectively.

Stay up-to-date on industry best practices and emerging technologies in customer support, software solutions, and cloud computing.

Act as a customer advocate within the organization, ensuring their voice is heard and shaping product and service offerings based on their needs.

Leadership Responsibilities:

Current – Develop and set key performance indicators (KPIs) and objectives for a newly formed Customer Support Function

Assess the effectiveness of current processes and procedures in place and provide recommendations for improvement

Develop and implement strategies for delivering exceptional customer service across all communication channels (phone, email, chat, etc.) using a chosen platform.

Assess current systems and/or platform in place and provide recommendations for improvement

Oversee the implementation and ongoing optimization of the chosen support platform, ensuring it aligns with team workflows and customer needs.

Future – Recruit, interview, and establish a customer support team

Lead and manage the customer support team, fostering a culture of continuous improvement and exceeding customer expectations.

Develop and implement training programs for the customer support team to ensure they have the necessary skills and knowledge to provide exceptional service.

What skills and experience you need to have: Bachelor's degree in Computer Science, Information Technology, or a related field (MBA preferred).

Minimum 7 years of experience in customer support leadership, with a proven track record of success.

Proven experience designing, managing, and developing a high-performing customer support team.

Demonstrated experience implementing and utilizing a support and integrated communication customer support platform (e.g., Zendesk, Freshworks).

Strong understanding of customer-centric software and software solutions support.

Excellent communication, coaching, and interpersonal skills.

Experience with cloud computing technologies and concepts (AWS, Azure, GCP, etc.) is a strong plus.

Experience with AI tools and techniques to enhance customer support capabilities is a strong plus.

Ability to analyze data and identify trends.

Strong project management skills.

Ability to work independently and as part of a team.

What you will get:

Day one benefits. Coverage starts on day one. We offer competitive medical insurance, health and dependent care spending accounts, health savings account, disability insurance, and company paid and voluntary life insurance.

Balanced life. We offer employees generous paid time-off policies, parental leave, holiday schedule, and a flexible work environment; MacStadium understands life also happens outside of work. Did we mention free company swag?

Solid future. Beyond competitive salary and 401(k) matching, MacStadium offers continuing education, professional development, and wellness reimbursements.

For California, Colorado, and Illinois applicants, the compensation range for this role is $120,000 to $140,000 ___________________________________________________________________________________________________

MacStadium has a defined Information Security Policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire.

All offers of employment are conditioned upon successful completion of a background screening process and all employees must comply with the immigration rules and laws in the jurisdiction in which he/she/they will provide MacStadium services.

MacStadium is an Equal Opportunity Employer. All applicants are considered without regard to race, color, ancestry, national origin, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military.

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No agencies please.

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