Who you are
8–10+ 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
What the job involves
LearnUpon is looking for a Director, Technical Support to join our team for a maternity cover contract (approx ***** months)
We're 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
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
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
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
Design and implement support strategies to serve a growing, global customer base—including 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 LU's customer facing tech stack
The application 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
Benefits
Work in a fun and supportive environment with regular team events
Excellent career progression – take LearnUpon where you think it can go
Structured learning environment
Employer Contributed Pension
Private health insurance
25 days annual leave + 1 annual company wellness day off
Flexible Working Arrangements