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Director of Technical Support
Employer undisclosedRole managed by a recruiter
Lead and scale a technical support organization for a B2B2C SaaS marketplace.
5d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
New York, NY
Office Full-Time
Role
What you would be doing
team leadership
customer advocacy
performance metrics
reporting systems
slas management
issue triage
- You will have lead support teams
- Serve as the primary advocate for customers, translating insights into product improvements.
- Define and monitor key performance metrics (CSAT, response time, time to resolution, etc.) to optimize support delivery.
- Establish and enforce best-in-class SLAs while balancing speed, accuracy, and customer satisfaction.
- You'll be the voice of the customer, turning feedback into actionable insights and influencing product decisions at the highest levels.
- You'll hire, train, and lead a high-performing team that partners seamlessly with both brands and creators.
- Build and manage reporting systems to provide leadership with visibility into product pain points and trends.
- You'll build the Product Support function, shaping its structure, processes, tools, and culture.
- Design and implement the org structure, workflows, and tools for a new Product Support function.
- Lead a team of technical support engineers from Tier 1- 3 level.
- Collaborate with Product and Engineering teams to triage, escalate, and resolve complex product issues, and advocate for usability enhancements.
What you bring
saas
technical support
marketplace
director-level
leadership
us authorization
To speak in confidence about this opportunity please contact apply via the linkNo sponsorship or C2C. Perm role, not contract. No Agencies, please do not submit candidates. Only applicants with full US working rights.
This is a high-impact, leadership-level role for someone who thrives in fast-paced, ambiguous environments, loves solving complex problems, and is passionate about delivering exceptional customer experiences. You'll work closely with Product, Engineering, and Operations to design and scale a world-class support organization that powers growth and drives innovation.
- Experience with a B2B2C SaaS company
- Must have a technical support background
- You'll operate in a fast-moving, startup environment where your impact is visible and immediate.
- Recent experience with a marketplace company with a dual customer base
- Director or VP level Technical Support experience
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa Sponsorship- no sponsorship; applicants must have full us work rights.
Information not given or found
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Your recruiter
Your recruiting firm
- Grew from a small start‑up into a global recruitment partner, expanding across the UK, Ireland, US and Europe.
- Handles a diverse portfolio of projects—from sourcing top IT talent to engineering and finance specialists for multinational firms.
- Focuses on technical & engineering, IT & digital, accountancy & financial services, sales & marketing, and HR & legal sectors.
- Operates a boutique, founder‑led model that adapts to client needs with agility and deep industry insight.
- Delivers tailored recruitment solutions for sectors like software development, engineering, finance and corporate services.
- Known for a reputation built on personalized service, hands‑on leadership and a willingness to tackle tough talent challenges.
- Unusual for a recruitment firm, it maintains a strong ethical stance, often directly mentoring candidates and clients alike.
- Regularly pioneers new recruitment approaches, blending traditional headhunting with consultative strategy and regional expertise.
- Continues to carve a niche by balancing ambitious growth with a personalised, relationship‑driven approach.
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