VP, Technical Support

Intradiem is a leader in Dynamic Workforce Orchestration, helping organizations create agile operations and more human experiences by connecting people, technology, and real-time data. They believe automation should empower humans, not replace them.

Your Role

• Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and Customer Experience (CX) goals.
• Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability.
• Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends.
• Lead the AI transformation of the Technical Support function, identifying and implementing AI-powered tools, automation, and workflows.
• Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction.
• Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.
• Drive continuous improvement in support delivery processes, leveraging AI and data-driven insights.
• Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements.
• Establish, oversee, and report on key performance indicators (KPIs) for technical support services.
• Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support.
• Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance and continuous growth.
• Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions.
• Act as the primary executive point of contact for key customer relationships within the Technical Support domain.
• Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders.
• Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements.

Your Background

• Bachelor’s Degree in Computer Science, Technology, Engineering, Mathematics, or equivalent experience.
• Minimum of 12+ years of related experience, with 5+ years in a senior leadership role managing technical teams.
• Proven track record in strategic leadership and execution within a technical support environment.
• Deep technical acumen with substantial experience in Customer Support and Software as a Service (SaaS) environments.
• Demonstrated experience driving large-scale innovation and process optimization initiatives.
• Familiarity with AI-powered support tools; experience leading or participating in an AI transformation initiative within a support or CX organization is a plus.
• Exceptional executive leadership skills with a proven ability to develop and lead high-performing, multi-level teams.
• Excellent communication, negotiation, and presentation skills.
• Strong strategic thinking and analytical skills, with a data-driven approach to decision-making.
• In-depth knowledge of multiple ACD, Workforce Management Systems, and third-party software integrations in a Contact Center environment is preferred.
• Experience in Computer Networking is preferred.

Work Authorization

• Candidates must have the legal right to work in the country where the role is based at the time of application.