Director, Customer Support

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? We are seeking a strategic, experienced, and customer-obsessed Director of Customer Support to lead and scale our global support operations for our Enterprise SaaS platform to the Financial Services industry. The group includes functions as Cloud Support, On Premise Support and Managed Services. This role involves managing a global support team, ensuring high-quality service delivery, and working closely with engineering, sales, and product teams to provide timely solutions to customers. The director will also drive operational improvements, set strategic goals, and ensure that the support team meets all service level agreements (SLAs) while maintaining a focus on customer satisfaction and business growth. What you will be doing? Leadership Team Management Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency. Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs Build, lead, mentor, and scale a geographically distributed support team (Tier 1–3) off over 100 staff. Establish clear goals, performance metrics, and career development plans. Promote a culture of collaboration, accountability, and continuous improvement within the team Strategic Direction Planning Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows Collaborate with senior leadership to align cloud support objectives with overall company strategy Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded Customer Support Excellence Act as the voice of the customer internally. Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development. Oversee the resolution of customer support cases, ensuring timely and effective solutions Ensure the team is proactive in identifying and addressing potential issues before they impact customers Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly Monitor and analyze CSAT/NPS (Customer Satisfaction/Net Promoter Score) and other feedback metrics to identify trends and areas for improvement Operational Efficiency Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations and track progress Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance Ensure smooth integration and collaboration between cloud support and other departments (e.g., RD, Sales, Customer Success) Collaboration with Cross-functional Teams Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends Cloud Infrastructure Tools Management Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable Ensure the team is fully trained and equipped with the tools necessary for effective cloud support Evaluate and recommend new cloud technologies or processes to improve support delivery Budget ... (truncated, view full listing at source)