Director, Global Technical Support

Job Description:

Global Director, Technical Support

Position will be based in Salt Lake City, UT or Louisville, KY

About Packsize

Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it's delivering what's right for our customers, their customers, our people, and the planet.

About the role:

The Global Director, Technical Support is responsible for leading, developing, and scaling Packsize's worldwide Technical Support organization. This team provides remote troubleshooting and support to customers, ensuring rapid resolution of issues, high customer satisfaction, and technical excellence. The ideal candidate has a proven track record in Technical Support leadership and the ability to inspire and manage a distributed team.

What you will do:

• Lead and manage a global team of Technical Support managers and technicians, ensuring consistent and high-quality phone-based support for customers.

• Design and implement processes, tools, and training programs that drive technical expertise, efficiency, and exceptional customer service.

• Set and monitor performance metrics, including response times, resolution rates, and customer satisfaction scores.

• Foster a culture of continuous improvement, collaboration, and professional development within the technical support organization.

• Work closely with engineering, product, and field service teams to resolve complex customer issues and provide feedback for product enhancements.

• Analyze support data and customer feedback to identify trends, root causes, and opportunities for proactive support and product improvement.

• Ensure compliance with company policies, regulatory requirements, and customer service standards.

• Manage budget and resource allocation for the global technical support function.

• Represent the technical support organization in executive meetings and cross-functional initiatives.

What you will bring:

• Bachelor's degree in technical field (Engineering, Computer Science, or related discipline), or equivalent experience. Master's degree preferred.

• 10+ years of experience in technical support or customer service, with at least 5 years in a leadership role managing global teams.

• Strong understanding of remote troubleshooting, call center operations, and customer service best practices.

• Exceptional leadership, communication, and organizational skills.

• Experience with CRM, ticketing, and remote support software.

• Proven ability to drive process improvement and change management initiatives.

• May travel overnight up to 40% and willingness to travel internationally as needed.

• It is preferred that qualifying candidates live within a commutable driving distance from the Salt Lake City or Louisville Offices

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.

If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.