Senior Director of Technical Support

Who you are

You have a proven track record in leading technical support teams, with at least 5 years of experience in a senior role. Your strategic vision is complemented by operational rigor, allowing you to redesign processes and operating models effectively. You are adept at implementing automation and AI-enabled support capabilities, which enhances efficiency and customer satisfaction. You understand the importance of customer retention and satisfaction, and you have experience in creating customer-centric operating systems that deliver fast, high-quality resolutions at scale.

You possess strong leadership skills and can inspire your team to embrace change and innovation. Your ability to communicate effectively with cross-functional teams, including Product and Engineering, ensures that feedback loops are established and maintained. You are comfortable navigating complex challenges and have a knack for identifying opportunities for improvement in customer support processes.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with web technologies such as WordPress and Drupal. You are passionate about elevating the customer experience and have a deep understanding of the technical support landscape. Your background in customer success or operations will further enhance your ability to lead the transformation of the Technical Support organization.

What you'll do

In this role, you will define and execute the strategic vision for Pantheon’s Technical Support organization. You will lead the transformation from a reactive support function to a proactive, scalable, and customer-centric operating system. This involves redesigning processes and operating models to improve efficiency and reduce friction in customer interactions. You will oversee the adoption of automation and AI capabilities to enhance the speed and quality of resolutions.

You will play a critical role in enabling customer retention and satisfaction by accelerating time-to-resolution and improving reliability and consistency in support responses. Your leadership will strengthen the feedback loop between customers and internal teams, ensuring that insights from customer interactions inform product development and operational improvements.

You will collaborate closely with Product and Engineering teams to ensure that customer feedback is integrated into the development process. Your ability to analyze support metrics will help you identify trends and areas for improvement, allowing you to make data-driven decisions that enhance the overall customer experience.

What we offer

Pantheon offers a dynamic work environment where innovation is encouraged. As a remote position, you will have the flexibility to work from anywhere in the United States. We provide competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a mission-driven company that values collaboration and customer success, making a meaningful impact in the web development space.