Senior Director, Technical Support

8X8 Incorporated

298d • $176,625 - $344,375

About The Position

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth. 8x8 is looking for an innovative, action-oriented, and results-driven Senior Director of Technical Support. As a pivotal member of 8x8s Support leadership team, you will be responsible for the strategic direction of our technical support teams, designing value-add service, and world-class service delivery.

Requirements

• Experience with enterprise software solutions; Ideally CRM, Analytics, integration points, in a SaaS environment
• Ability to think strategically, as well as tactically and to exercise sound judgement in priority/goal setting
• Leading highly technical teams

Responsibilities

• Leadership of a Global (US, APAC & EMEA) Technical Support team, hiring, and overall customer experience excellence
• Designing and delivering a scalable program that demonstrates value and establishes relationships with all segments of customers
• Contribute thought leadership and best practices, for both internally and externally around customer experience improvements
• Develop the right strategy to support customers of 8x8 channel partners delivering a world-class service experience
• Implements plans for key initiatives and investment areas to achieve defined goals and objectives

Benefits

• Discretionary merit increases
• Bonus and/or stock options
• Sales variable compensation incentives based on the terms of the plan and the employee's role

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Merchant Wholesalers, Durable Goods