Director of Customer Experience

3 weeks ago


San Francisco, California, United States Arctech Full time

**Job Description**

Arctech is a leading organization in the technical support industry, and we're seeking a talented Technical Director to join our team. In this role, you will be responsible for overseeing technical support operations, managing budgets, and implementing process improvements to drive efficiency and effectiveness.

About the Job

This senior leadership position requires a strategic thinker with a strong background in technical support and product development. You will work closely with cross-functional teams to deliver exceptional customer experiences and drive business growth.

Key Responsibilities:

  • Process Improvement and Quality Assurance:
    • Continuously review and improve technical support processes to increase efficiency and effectiveness.
    • Implement quality assurance measures to ensure consistent delivery of high-quality support services.
  • Training and Development:
    • Create and deliver training programs for the technical support team and EPC installation teams to ensure accurate product installation and high-performance output.
  • Budget Management:
    • Manage the technical support budget, including staffing, tools, and resources.
    • Forecast and plan for future resource needs based on business growth and product development cycles.

Qualifications:

  • Bachelor's degree in a relevant field such as Computer Science, Information Technology, or a related discipline.
  • A minimum of 10 years in a technical support leadership role, with proven experience in pre and post-sales technical support and product development.
  • Proficiency in relevant technologies and platforms, including ticketing systems, remote support tools, and knowledge base management.
  • Demonstrated ability to lead and motivate a team, with a track record of improving team performance and morale.
  • Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
  • Strong analytical and problem-solving skills, with a proven ability to handle complex technical issues.

Salary Range: $160,000 - $220,000 per annum, depending on experience.



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