Founded in 2011, Cleeng is the Subscriber Retention Management® Company. Focusing on the Media & Entertainment industry, we help our clients create a long-lasting relationship with their subscribers by providing the best D2C operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, CBC, NHL, CHL, Big10Network, MXGP, Nordisk Film, Optus Sport & Sinclair Broadcasting. Cleeng’s fully SaaS solution is built for scalability, flexibility, robustness and innovation.

Working at Cleeng is rewarding, fun and challenging. We thrive on innovation, are fast growing & generate a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

As the Director Technical support you lead all technical support activities for Cleeng´s B2B customers. You are responsible to bring the existing team to the next level of customer centricity, excellence and speed in supporting Cleeng´s B2B customers in their needs.  You will build the strategy for enabling Cleeng to scale in their strong business growth, designing and executing the service expected by strategic accounts as well as creating a techtouch strategy for support of smaller customers.  Your team supports customers in various time zones with focus on the US but also in EMEA and Australia ensuring responsiveness and speed in finding resolutions to the requests raised by the customers. 

You will build a management system, reporting system and streamlined effective processes to ensure quality, customer centricity and speed to build trust with our B2B customers when it comes to reliability and competency of the technical support function. In addition your team will technically support internal improvement projects. 

In your role as Director technical support you will partner with the various internal teams to create an excellent, remarkable customer support.

With your leadership expertise - ideally in an international, remote environment of running a Technical support team, you will coach your reportees to grow their competencies. You are seen as a trusted advisor for Cleeng´s customers as well as for the internal Cleeng teams and you thrive to make or keep Cleeng´s customers promoters of Cleeng.

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• Build excellent support for our global customers on all customer tiers that is loved and perceived as valuable by our customers 
• Foster a proactive mindset when it comes to detecting issues early on. 
• Lead a remote team of technical support specialists and help grow the team to embrace Cleeng´s business expansion.
• Build a robust management system to drive a customer centric & efficient technical support function 
• Design & deploy playbooks and processes that ensure a scale able, efficient operation of handling technical support needs (Bugs or feature requests)
• Improve ways of working through (AI driven) automation (externally & internally) 
• Design, deploy and lead an AI driven self serve automation to support a techtouch strategy for smaller customers.
• Act as the voice of technical B2B customer support within the Customer Success leadership team

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1) Working Experience

• 7+ years of experience working in a technical environment preferably in technical support
• Must have a minimum of 1 year of leadership experience of a technical team
• BSC or MSC in Computer Science or equivalent experience
• You have a proven track record of leading and growing a technical team. 
• Experience working in multicultural, international organizations with rapidly evolving products and business models

2) Personality

• Outstanding empathic listener who takes over responsibility
• Strong customer-centric growth mindset 
• Self driven team worker 
• Determined, diligent, passionate, curious, focused and self-motivated

3) Business Acumen

• Excellent interpersonal, verbal and written communication skills that traverse from layperson to executive.
• You can create & hold presentations, articulate business plans, ask the right questions, steer a negotiation and know how to manage expectations.

4) Leadership & Teamplayer

• You are an empathic passionate leader that inspires your team to follow and sets and drives the team goals. 
• You know how to work in a team: be a valued player, with a mix of professionalism and fun, yet manage your individual goals.

5) Techstack experience: Salesforce, Atlassian tool suite (Jira, Zendesk, Confluence, Trello etc)  Google suite

6) Willingness to travel up to 15% of your time 

7) You are looking for your next challenge: join a fast growing team, build a worldwide business leader

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