Director, Customer Support Escalation Center (Contract - until August 2027)

Responsibilities

• Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy.
• Establish and maintain high standards of security, reliability, scalability, performance, and quality in all the Escalation Centers 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). 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 to advance efficiency and operational gains. 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: holds self and others accountable to meet commitments
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Solution seeker: You're focused on tackling new challenges, solving problems, and moving the business forward-and you don't wait to be asked.
• Lifelong learner: You have a growth mindset - you're here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn't.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas

Benefits

Additional Information

We're looking for a Director, Customer Support Escalation Center to help us develop and execute on a comprehensive, customer-first strategy and approach to our Global Hootsuite's Customer Support Escalation Center. Reporting to the Vice President, Customer Support, you'll plan, organize, monitor, track and report on the service levels delivered by the escalation center. In this role, you will be accountable for continuous service improvements to the escalation center operational framework and improve Hootsuite's ability to effectively service our customers. In this role, you will partner with a wide range of stakeholders, including senior leaders to deliver an exceptional customer support experience. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for a hybrid model. This role is open to applicants located in Bucharest, Romania. In this role, you will report to the VP, Customer Support. Please note: this is a contract role until August 2027.

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Company Intel

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