Director, Technical Support

Hoxhunt • Minneapolis, MN

5d • $125,000 - $135,000 • Hybrid

About The Position

We are looking for an experienced Director, Technical Support to join our team in Minneapolis. In this role, you will lead our US Technical Support function, serving as the driving force behind support operations in the region. You bring a strong blend of technical expertise and people leadership, building trusted relationships across teams, proactively managing stakeholders, and driving cross-functional collaboration to deliver exceptional outcomes. You'll own customer escalations, acting as the primary liaison between our US customers and our headquarters in Finland to ensure timely communication and issue resolution. This role is ideal for someone who thrives in a fast-paced scale-up environment, takes initiative, adapts quickly, and enjoys solving complex challenges as they emerge.

Requirements

• 3 to 5 years of leadership experience managing a technical support or customer support team.
• 5+ years of overall experience within technical support, in a B2B SaaS environment.
• Exceptional leadership and communication skills, with a proven ability to give constructive feedback, manage up, and translate cultural nuances effectively.
• Comfort operating in a fast-paced, scale-up environment where you must be a self-starter, a proactive problem solver, and flexible with your time.
• A strong focus on people and processes while having a hands-on technical troubleshooting attitude.
• A working technical foundation: familiarity with concepts like APIs, SSO, email infrastructure, or enterprise security environments. You won't be expected to know Hoxhunt's stack on day one, but you should be able to learn it quickly and engage meaningfully with both customers and engineers.

Responsibilities

• Lead, develop, and grow a team of technical support professionals, owning hiring decisions, providing clear feedback and 1:1 coaching, and building the team structure needed to scale US operations.
• Act as the primary point of contact for customer escalation calls, ensuring issues are resolved with empathy and efficiency.
• Drive cross-departmental collaboration, working closely with Product, Engineering, and Customer Success to solve complex problems and improve the customer experience.
• Assist with the implementation and optimization of our support tooling, including leading an active platform migration as part of our broader support modernization effort.
• Manage up effectively, translating customer needs and US market behaviors into actionable insights for our global leadership team.
• Serve as the strategic link between our US customer base and our product and engineering teams in Helsinki, translating regional patterns, escalations, and market behavior into decisions that shape the global product. Frequent travel to HQ in Finland is part of how this gets done.
• Own the metrics that define support quality, including SLA attainment, CSAT, and escalation resolution time, and report on US support performance to leadership with clarity and context.

Benefits

• medical, dental, and vision coverage (with a portion of premiums covered by the company)
• life insurance
• PTO
• 11 paid holidays plus 2 floating holidays
• wellness benefits
• paid parental leave
• a 401(k) match

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed