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 12-14 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