Director, Technical OperationsUnitedCloud Inc. • Chestermere, AB, Canada
Director, Technical Operations
UnitedCloud Inc. • Chestermere, AB, Canada
3 days ago
Job type
- Full-time
Job description5+ years managing technical support or operations teams Proven track record leading customer-facing technical teams Strong analytical and problem-solving capabilities Experience with performance metrics and team development Excellent communication skills with technical and non-technical stakeholders Expert-level knowledge of Intercom customer service platform () Background in telecommunications or UCaaS (Unified Communications as a Service) Experience scaling technical operations in high-growth environments Familiarity with cloud-based communication systems Competitive salary ($90,000 - $110,000 based on experience) Immediate start date for the right candidate Opportunity to shape technical operations at a growing company 100% in office position in our Chestermere, AB location. Must be residing within 50 km's of our location (T1X 0V2). No candidate's requiring relocation. Casual dress Company events Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Vision care Wellness program Chestermere, AB : reliably commute or plan to relocate before starting work (required) Technical Support Management : 5 years (preferred) Lead and develop a team of technical support agents Oversee daily operations and ensure service level targets are met Implement processes and workflows to optimize team performance Drive continuous improvement in customer satisfaction metrics Collaborate with product and engineering teams on technical escalations Manage Intercom platform and customer communication workflows Develop training programs and technical documentation Deliver management reports on perfromance Suggest additional knowledge required for the agents and our tools (KB, Chat Bots, etc.) for the product team to enhance the client experiences. 5+ years managing technical support or operations teams Proven track record leading customer-facing technical teams Strong analytical and problem-solving capabilities Experience with performance metrics and team development Excellent communication skills with technical and non-technical stakeholders Expert-level knowledge of Intercom customer service platform () Background in telecommunications or UCaaS (Unified Communications as a Service) Experience scaling technical operations in high-growth environments Familiarity with cloud-based communication systems
Job Description
Job Description
UnitedCloud seeks a Director of Technical Operations to lead our technical support team. This hands-on leadership position requires proven expertise managing customer-facing technical teams in a fast-paced environment.
Key Responsibilities
- Lead and develop a team of technical support agents
- Oversee daily operations and ensure service level targets are met
- Implement processes and workflows to optimize team performance
- Drive continuous improvement in customer satisfaction metrics
- Collaborate with product and engineering teams on technical escalations
- Manage Intercom platform and customer communication workflows
- Develop training programs and technical documentation
- Deliver management reports on perfromance
- Suggest additional knowledge required for the agents and our tools (KB, Chat Bots, etc.) for the product team to enhance the client experiences.
Required Qualifications
Strongly Preferred Qualifications
What We Offer
To Apply : Submit resume and cover letter detailing relevant. Missing a cover letter will disqualify you from consideration.
Job Type : Full-time
Benefits :
Ability to commute / relocate :
Experience :
Work Location : In person
Benefits
UnitedCloud seeks a Director of Technical Operations to lead our technical support team. This hands-on leadership position requires proven expertise managing customer-facing technical teams in a fast-paced environment.
Key Responsibilities
Required Qualifications
Strongly Preferred Qualifications
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Director Technical Operations • Chestermere, AB, Canada
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