Senior Director of Support
Posted
PakEnergy is a growing, fast-paced company with innovative products and a culture built on learning, collaboration, and meaningful impact. We partner with more than 2,300 oil and gas firms, helping customers simplify complex challenges, streamline operations, and maximize profitability. To support our continued growth, we are looking for exceptional people to join our team.
About the position:
The Senior Director of Support leads PakEnergy’s global technical and customer support organization, overseeing a multi-tiered team that spans several product lines and layered levels of support complexity. This leader is accountable for the day-to-day performance of the support function and for the strategic evolution of people, process, and platform that allows support to scale with the business.
This role calls for a leader with a track record of improving service levels and partnering effectively across Product, Engineering, Customer Success, and Sales to deliver a seamless customer experience.
Key Responsibilities:
This role calls for a leader with a track record of improving service levels and partnering effectively across Product, Engineering, Customer Success, and Sales to deliver a seamless customer experience.
Key Responsibilities:
- Lead, develop, and scale a global support organization across multiple product lines and tiers of support complexity (Tier 1 through escalations/technical support), including managers and individual contributors in both remote and onsight locations.
- Own support KPIs and SLAs - including CSAT and NPS first response time, average resolution time, ticket backlog, and quality scores - and drive corrective action plans when targets are missed.
- Partner cross-functionally with divisional and product leaders to represent the voice of the customer, resolve systemic issues, and ensure support strategy aligns with broader business goals.
- Lead or oversee major support system migrations (e.g., ticketing/helpdesk platforms, knowledge base, telephony including requirements gathering, vendor evaluation, data migration, and change management.
- Build scalable support processes, staffing models, and workforce/shift coverage plans (including 24/7 or follow-the-sun coverage) to support a growing, multi-product customer base.
- Establish and maintain tiered escalation paths and ensure complex, cross-product issues are triaged and resolved efficiently.
- Develop and mentor a bench of support managers and team leads, including succession planning for key roles across geographies.
- Build and maintain reporting and dashboards that give executive leadership real-time visibility into support health and trends.
- Champion a culture of continuous improvement, using root-cause analysis and customer feedback to reduce repeat contacts and improve first-contact resolution.
- Ensure knowledge base, macros, and self-service resources stay current as products evolve, reducing ticket volume through proactive deflection.
- Act as an escalation point for high-severity or high-visibility customer issues, coordinating cross-functional war rooms as needed.
Required Qualifications:
- 10+ years of experience leading support organizations for a SaaS or technology company, including direct oversight of teams spanning multiple product lines.
- Demonstrated experience managing layered/tiered support models (Tier 1–3, technical escalations, specialized product support).
- Proven experience leading remote teams, including navigating time zone.
- Direct experience planning and executing a support systems migration (e.g., helpdesk, CRM-adjacent ticketing platform, telephony) with minimal disruption to service levels.
- Strong command of support KPIs and a track record of hitting or exceeding SLA and CSAT/NPS targets.
- Excellent cross-functional collaboration skills, with experience influencing divisional/executive stakeholders outside direct reporting lines.
- Experience with modern support tooling (e.g., Microsoft 365, Freshdesk, HubSpot) and workforce management systems.
- Strong analytical skills with the ability to translate data into staffing, process, and product-feedback decisions.
- Bachelor's degree or equivalent professional experience.
Preferred Qualifications:
- Experience supporting a portfolio of distinct products or business units with differing support models.
- Experience with AI-assisted support tools (chatbots, agent-assist, automated triage).
Supervisory Responsibilities:
- Directly supervise team members, including hiring, onboarding, training, and performance management.
- Set clear goals and expectations for team members and conduct regular performance reviews.
- Provide coaching, mentorship, and professional development opportunities to support team growth.
- Serve as an escalation point for complex client issues and support resolution efforts.
- Foster a collaborative, customer-centric, and high-performance team culture.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 50 pounds at times.
Additional Information:
- We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for PakEnergy. Any resumes submitted without an Agreement will be considered the property of PakEnergy, and no recruitment fees will be owed.
- Visa Sponsorship: Employment eligibility to work with PakEnergy in the United States is required, as the company will not pursue visa sponsorship for this position. Candidates are responsible for maintaining and renewing any visas or permits that grant employment eligibility.
- Salary is commensurate with experience and paid in accordance with the company’s payroll schedule via direct deposit. Posted salary ranges are made in good faith. PakEnergy reserves the right to adjust ranges based on qualifications, experience, training, work history, and geographic location of the selected candidate.
Benefits: PakEnergy offers a casual business work environment, generous PTO, and a competitive compensation structure that includes sales commissions, paid health insurance and a 401(k)-retirement plan. We have a positive culture designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization. PakEnergy is dedicated to individual growth opportunities, and we would love the opportunity to discuss with you in more detail!