As Zycus expands our North American customer footprint and matures our organization, we are seeking a strategic, customer-focused Director of Technical Support to lead support operations for North American customers on our SaaS platform. This leader will own the design, execution, and continuous improvement of a world-class technical support experience, ensuring customer satisfaction, operational excellence, and team development.

As a member of the Customer Success Leadership team, you will collaborate across product, engineering, and customer success to improve support outcomes, reduce friction, and enhance product quality through continuous feedback loops.
Objective of the role & Key Outcomes of the role: Achieve and Maintain high CSAT (Customer Satisfaction) scores across the customer base Manage support processes, knowledge bases and staffing models to reduce response and resolution times from established baseline Drive increased customer usage of self service, community, and AI based support tools to reduce tickets volumes Drive strict adherence to contractual SLAs for ticket resolution Define and implement clear escalation processes and procedures to major issues or customer escalations Leverage data to identify ticket trends, product challenges and improvement opportunities to reduce ticket volumes Manage team structure and costs to deliver within defined Cost to Serve parameters Recruit. Train and retain high quality support talent Create clearly defined operating procedures, rapid onboarding processes and career paths with a training and growth plan for employees