Director, Technical Operations

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