Director, Customer Support Escalation Center

You'll develop and execute a comprehensive, customer-first strategy for Hootsuite's Global Customer Support Escalation Center, reporting to the VP, Customer Support. You'll plan, organize, monitor, track and report on service levels delivered by the escalation center. You'll be accountable for continuous service improvements to the escalation center's operational framework and improving Hootsuite's ability to effectively service customers. You'll partner with a wide range of stakeholders, including senior leaders, to deliver an exceptional customer support experience. This is a contract role until August 2027, open to applicants located in Bucharest, Romania, with a hybrid work arrangement.

Responsibilities

• Develop strategies, enhance performance, and foster alignment of objectives within the Customer Support Escalation Center
• Oversee the global bug and incident management process, advanced technical and 24x7 on-call Business Critical Support process
• Establish and operationalize high levels of customer service standards
• Develop and implement systems, processes and people to consistently deliver services tied to organizational strategies and KPIs
• Drive continuous improvement through anticipating growth, identifying gaps, and offering proactive guidance to minimize risks to customers
• Build robust cross-functional connections among the Customer Office, Revenue, Product, and Development leadership
• Tackle intricate escalated bugs and incidents and eliminate customer pain points
• Suggest methods for alleviating customer experience issues and enhancing outcomes via insights from escalations and root cause analysis
• Hire, lead, and develop a team of high performing, customer-first focused leaders and escalation specialists
• Coach and mentor the team and ensure continuous learning and alignment to business strategy and goals
• Serve as a positive, dynamic leader displaying strong work ethic, creative problem solving, and a team-oriented proactive approach
• Share best practices and coach on strategy
• Establish and maintain high standards of security, reliability, scalability, performance, and quality in escalation center standard operating procedures

Requirements

• Extensive years of experience in technical, product, or operational support (preferably SaaS)
• 8+ years experience in leadership managing multi-site, geographically dispersed teams
• Understanding of product and software development processes and workflows
• Proficiency with Salesforce Service Cloud (preferred)
• Experience with Jira, Confluence, browser dev tools, and application logs; Sumologic an asset
• Demonstrated ability to evaluate team performance and drive continuous improvement, including leveraging AI tools
• Proven ability to rapidly absorb technical information and develop others through mentorship, training, and capability building
• Strong stakeholder influence and interpersonal skills across cross-functional partners
• Accountability and ability to hold self and others accountable to meet commitments
• Collaboration and teamwork skills
• Process/project management skills
• Decision making skills
• Priority setting skills