Director of Technical Support
About The Position
CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal. Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients, 500 vendors, and serve 14 million members across 185 countries. Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 20 million trees and are on track to plant millions more each year. Learn more at carltonone.com [https://www.carltonone.com/]. We are seeking a strategic and customer-focused Director of Technical Support to lead our growing support organization. This role will be responsible for building and managing a multi-tier team of technical support professionals. You will define and execute the support strategy, drive operational excellence, and ensure exceptional customer experiences across our global client base. As a key member of our Technical Operations leadership team, you will collaborate cross-functionally with Engineering, Operations, SRE, Product, and Sales teams to align support capabilities with business objectives while championing the voice of the customer throughout the organization.
Requirements
- Bachelor’s degree in computer science, Information Technology, or related field
- 8-10+ years of experience in technical support, with at least 4+ years in a leadership or management role
- Proven track record of building, scaling, and leading high-performing technical support teams
- Experience defining and tracking support KPIs (SLA, CSAT, NPS, MTTR, first contact resolution, etc.)
- Experience with support platforms such as DevRev, Freshdesk, Salesforce Service Cloud, or Zendesk
- Deep understanding of enterprise SaaS platforms, cloud technologies (AWS, Kubernetes), and web application architecture
- Strong technical aptitude with working knowledge of SQL, APIs, HTTP, and troubleshooting methodologies
- Excellent analytical and problem-solving skills with a data-driven approach to decision making
- Outstanding written and verbal communication skills with ability to convey technical concepts to diverse audiences
- Demonstrated ability to manage escalations, crisis situations, and high-stakes customer relationships
- Strong stakeholder management and cross-functional collaboration capabilities
- Strategic thinker with operational excellence mindset and focus on continuous improvement
- Proven ability to thrive in a fast-paced, entrepreneurial, rapid growth environment
Nice To Haves
- Experience with global support operations and managing distributed teams is an asset
- Familiarity with ITIL framework or other support methodology certifications
- Knowledge of monitoring and observability tools (Datadog, Grafana, CloudWatch)
- Experience with Infrastructure-as-Code practices (Terraform, CloudFormation)
- Understanding of CI/CD pipelines and DevOps practices
- Proficiency in scripting languages (Python, Bash) for automation and data analysis
- AWS certifications or cloud platform knowledge (Azure, GCP)
- Experience in the employee recognition, loyalty, or SaaS rewards industry
- Experience implementing AI solutions for customer support
Responsibilities
- Lead, mentor, and develop a team of technical support professionals across multiple tiers, encompassing both onshore and offshore resources
- Foster a culture of ownership, continuous improvement, and customer-centricity within the support organization
- Establish clear performance metrics, conduct regular 1:1s, and provide coaching and career development opportunities
- Recruit, onboard, and retain top technical support talent while building a diverse and inclusive team
- Define and optimize team structure, roles, and responsibilities to support organizational growth
- Develop and execute technical support strategy aligned with business objectives and customer needs
- Define and track key support metrics including SLAs, CSAT, NPS, first response time, resolution time, and ticket volume trends
- Implement and optimize support tools, processes, and workflows to improve efficiency and customer satisfaction
- Establish escalation procedures and manage critical customer issues to ensure timely resolution
- Lead forecasting to ensure appropriate staffing levels and coverage across time zones
- Drive automation and self-service initiatives to improve scalability and reduce support burden
- Serve as executive escalation point for high-priority customer issues and key account relationships
- Analyze support trends and customer feedback to identify product improvements and training needs
- Establish quality assurance processes including ticket audits, call monitoring, and performance reviews
- Develop and maintain knowledge base articles, documentation, and training materials
- Champion continuous improvement initiatives based on customer insights and support analytics
- Implement AI based solutions to improve response times, efficiency, and customer experience
- Partner with Engineering, Operations, and SRE teams to communicate customer issues, influence product roadmap, and improve system reliability
- Collaborate with Customer Success teams to ensure seamless customer onboarding and support handoffs
- Work with Product Management to provide customer feedback and insights that inform feature development
- Participate in incident response coordination for major outages, working closely with SRE and Operations teams
- Build and maintain strong relationships with stakeholders across the organization
- Evaluate, implement, and manage support platforms and tools (ticketing systems, live chat, knowledge bases, etc.)
- Leverage SQL and data analytics to generate insights, reports, and dashboards for leadership
- Maintain working knowledge of Carlton One's technology stack including AWS, Kubernetes, and enterprise software platforms
- Stay current with industry trends, emerging technologies, and support best practices
Benefits
- Competitive salary and benefits package.
- Health, dental, and vision coverage.
- 3 weeks’ vacation plus personal days.
- Access to our employee benefits portal for exclusive discounts.
- Monthly company-wide events, celebrations, and team activities.
- Bravo reward points program for recognition and appreciation.
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What This Job Offers
Job Type
Full-time
Career Level
Director
