Director, Technical Support
Director, Technical Support
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Job Description
LearnUpon is looking for a Director Technical Support to join our team for a maternity cover contract (approx 12-14 months). This is a hybrid role working 3 days per week from LearnUpons Dublin City office.
LearnUpon LMS helps organizations train their employees partners and customers. Businesses can manage track and achieve their unique learning goals all through a single powerful solution.
With offices in Dublin (our HQ) Belgrade Philadelphia Salt Lake City and Sydney we are a global team with lots of diverse cultures backgrounds and experiences that puts our customers experience at the heart of everything we do.
Our culture fosters an open collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values act like owners lead with curiosity and deliver quality for our customers. Were proud of our success and were humble and hungry to achieve more.
Were looking for a hands-on strategic leader to manage and grow our global technical support function. Reporting to the VP Customer Experience you will be responsible for ensuring high levels of customer satisfaction optimizing support operations and introducing scalable solutions particularly through AI and automation. You will drive initiatives that not only improve responsiveness and resolution time but also position our support function as a key differentiator in the SaaS space.
What will I be doing
Team & Operational Leadership
- Lead mentor and scale a global technical support team.
- Drive excellence in performance through key metrics (CSAT FRT MTTR) and quality benchmarks.
- Develop onboarding coaching and career development programs to retain top talent.
- Foster a culture of ownership accountability and customer empathy.
AI & Automation Strategy
- Develop and execute a roadmap for implementing AI-powered support tools (e.g. AI chatbots NLP ticket routing automated diagnostics).
- Evaluate and implement AI-drive third-party solutions.
- Partner with Security IT and Business Intelligence to integrate generative AI and predictive analytics into the customer support stack.
- Champion the expansion of scalable self-service tools such as intelligent knowledge bases and proactive issue detection systems.
Customer Experience & Escalations
- Serve as an executive point of contact for high-priority customers and support escalations.
- Lead root cause analysis and cross-functional coordination across Product Engineering and CX to drive issue resolution.
- Provide actionable customer insights to influence product roadmap and customer success strategy.
Scalability & Strategic Planning
- Design and implement support strategies to serve a growing global customer baseincluding Priority Enterprise and Strategic accounts.
- Forecast staffing technology and budget needs in alignment with business growth.
- Develop and operationalize a multi-tiered support model incorporating all LUs customer facing tech stack.
What skills do I need
- 810 years in technical support roles within a SaaS or similar environment.
- 5 years in a leadership or director-level capacity managing global teams.
- Experience working with AI and automation in customer support (chatbots LLMs ticket classification predictive analytics).
- Strong technical acumen with knowledge of SaaS architectures APIs cloud platforms (AWS Azure GCP) and integrations.
- Proficiency with support ticketing platforms (e.g. Zendesk Intercom Jira)
- Highly analytical and data-driven; able to identify trends and use metrics to drive decisions.
- A hands-on get-it-done mentality with a willingness to dive into systems data and processes to drive improvements.
- Strong communication and stakeholder management skills across technical and non-technical teams.
- Comfortable interfacing with customers and executives particularly in escalation scenarios.
- Technical fluency or strong interest in areas such as SQL web applications and e-learning platforms is a plus.
Dont worry if you dont tick every box in order to apply were always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!
Why work with us
- Competitive salary.
- Comprehensive private health insurance scheme and Company pension scheme.
- 25 days annual leave 1 annual company wellness day off.
- Work in a fun and supportive environment with regular team events.
- Excellent career progression - take LearnUpon where you think it can go.
What is the Hiring Process
Applicants for the position can expect the following hiring process:
- Qualified applicants will be invited to schedule a 30-minute call.
- Successful candidates will then be invited to a series of practical interviews.
- Finally candidates will have a short interview with our COO.
- Successful candidates will be contacted with an offer to join our team.
LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender marital status family status age disability sexual orientation race religion membership of the Traveller community or any other legally protected status.
By applying for this job you agree to LearnUpons Privacy Policy. Find out more about ourprivacy policy here
Visit ourCareers siteto find out more about working for LearnUpon and check us out onInstagram.
Required Experience:
Director
Employment Type
Full Time
