Director of Software Support Job at Foundation Software (Strongsville)

Job Description

The Director of Software Support will efficiently oversee assigned Software Support Teams and Representatives to ensure strategic and operational alignment while providing the best service to customers across all product lines. The Director of Software Support will develop and implement strategies to ensure cases are handled quickly, professionally, and effectively. This role requires strategic leadership, data-driven decisions-making, cross-functional collaboration, and an in-depth understanding of customer needs and behavior. The Director of Software Support will also be responsible for mentoring and developing a high-performing Software Support organization and driving initiatives that improve the overall customer experience.

Job Responsibility

Lead, mentor, and develop a high-performing Software Support organization, including Managers, Supervisors, and Support Representatives
Establish clear performance objectives, KPIs, and departmental goals
ensure consistent tracking, accountability, and successful execution
Serve as the voice of the customer across the organization, advocating for client needs and ensuring feedback informs product development and service enhancements
Partner cross-functionally with Product, Engineering, Operations, and other department leaders to drive process improvements, streamline communication, and accelerate issue resolution
Provide support for complex or escalated client issues, ensuring timely and comprehensive resolution
Oversee attendance, performance management, and all HR-related matters for the Support organization
Ensure accurate documentation and communication of product defects and enhancement requests to Analyst Role/Development through established processes and systems
Maintain deep expertise in product functionality, new modules, and relevant industry trends to guide team performance and strategic direction
Oversee the accurate tracking and documentation of customer interactions within phone systems, ensuring compliance with SOPs and quality standards
Communicate high impact escalations and operational risks to senior leadership with clear recommendations and action plans
Drive the continuous improvement of the Support team's training and professional development programs
Monitor and evaluate customer satisfaction surveys, call recordings, and quality metrics to identify coaching opportunities and systemic improvements
Develop, implement, and refine customer satisfaction metrics and service level standards
Manage at-risk customer accounts in partnership with cross-functional stakeholders to protect retention and revenue
Lead strategic initiatives and special projects that enhance operational effectiveness and customer experience
Ensure all departmental activities are conducted with professionalism, responsiveness, and a collaborative, customer centric mindset

Requirements

8+ years in customer support/customer operations, with 3-5+ years in leadership roles
Proven track record building and scaling high-performing, multi-tier support teams
Experience managing KPIs such as CSAT, SLA, FCR, etc.
Experience implementing and optimizing support platforms like Salesforce Service Cloud, and Genesys Salesforce Softphone
Expertise in process design, workflow optimization, and escalation management
Data driven mindset with advanced reporting, forecasting, and workforce planning experience
Strong cross-functional collaboration with Product, Development, Implementation, Education, and Customer Success teams
Background in SaaS or technology environments with experience in troubleshooting
Demonstrated ability to drive continuous improvement, automation, and self-service initiatives
Excellent leadership, communication, and problem-solving skills with both customers and coworkers
Ability to logically resolve problems that arise during daily duties and provide suggestions for resolution
Working knowledge of Microsoft Office and Windows-based applications
Ability to demonstrate sound judgment in crisis situations
Valid driver's license with a driving record acceptable to the company's insurance carrier

What we offer

Medical, Dental, Vision, 401K, employee perks and much more
manicures and pedicures in the office
massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour
top-notch workout facility, fitness classes and free personal training
game room complete with table tennis, foosball, and video game systems
full kitchen, free coffee and specialty flavors, soft drinks, and snacks
tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year
paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental
discounts on pet, home, and auto insurance through Liberty Mutual

Foundation Software - All Job Offers

Select Country

Director of Software Support

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

Director of Software Support

Software Development Consultant/Interim Director of Software

Director of Software Engineering

Director of Software Engineering

Director of Software Engineering

Director of Software Development

Senior Director of Software Engineering

Senior Director of Software and Embedded Systems Engineering

Director of Software and Data Engineering Solutions

Our AI answers in your language