Director, Technical Support

About Recurly: Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue in 2023.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

Recurly is dedicated to helping subscription businesses succeed by providing an extremely flexible and developer-friendly SaaS billing application. 

The Customer team is looking for an experienced Technical Support leader to shape the evolving customer experience and support strategies. We are looking for someone that brings the right blend of customer focus and execution skills to enhance our overall program. The Director of Technical Support drives and manages Recurly’s global technical support activities, by ensuring all service levels are met or exceeded, and initiates new or enhanced processes to improve productivity and the overall customer experience. We are looking for an ambitious, self-starter who is accountable for determining and implementing the strategy and positioning us for future growth and success. Driving excellence in customer support is always measurable and this role will own the overall KPIs for the department.

Responsibilities Include

• Lead a world class and rapidly growing global Technical Support organization to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Own the Customer Support process, driving quick resolution to customer impacting issues.
• Maintain and develop a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups while meeting defined SLAs.
• Provide insight and vision into where the department is heading, and work directly with other departments throughout the company, particularly Professional Services and Onboarding, Customer Success, Engineering, Product and Sales.
• Provide senior leadership with regular status reports and alert management of any problems or potential service issues, as appropriate.
• Develop and lead global programs focused on continuous improvement and evolution of support offerings.
• Advocate for our customers and evolve key processes across the Support teams to scale and continually drive customer value, onshore and offshore.
• Build our Support career framework to enhance the team's focus on professional development and career growth.

Requirements

• 8 - 10  years of experience successfully operating in a high-performance, global 24x7 Technical Support organization in a SaaS environment.
• 4+ years of directly managing a technical support team ( including- hiring, performance management, team motivation, operations, managing risk, providing mentorship and career progressions).
• Proven experience working with large enterprise customers providing varied levels of SLAs and services.
• Extremely customer focused, highly motivated and thrives under a fast-paced environment.
• An obsessive and proactive mindset toward continuous improvement.
• Experience mentoring and managing a global team of managers and support staff and scaling for growth to provide service to all arenas.
• Results-oriented approach which balances a “take charge, do-whatever-it-takes” attitude with teamwork and collaboration
• A history of developing strong cross functional partnerships with: Sales, Customer Success, ProServe, Product & Engineering.
• Experience managing and expanding international/EMEA support teams desired.
• Subscription & Payment industry experience is a plus.
• Familiarity with Zendesk a plus.
• Desired location within Broomfield office area:  Denver/Boulder