Director, Technical Operations at UnitedCloud Inc.

Chestermere, Alberta, Canada -

Full Time

Start Date

Immediate

Expiry Date

25 Apr, 26

Salary

110000.0

Posted On

25 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support Management, Team Development, Analytical Skills, Problem Solving, Communication Skills, Customer Satisfaction, Intercom Platform, Training Programs, Technical Documentation, Performance Metrics, Collaboration, Continuous Improvement, Telecommunications, UCaaS, Cloud-based Communication Systems

Industry

Telecommunications

Description

UnitedCloud seeks a Director of Technical Operations to lead our technical support team. This hands-on leadership position requires proven expertise managing customer-facing technical teams in a fast-paced environment. Key Responsibilities Lead and develop a team of technical support agents Oversee daily operations and ensure service level targets are met Implement processes and workflows to optimize team performance Drive continuous improvement in customer satisfaction metrics Collaborate with product and engineering teams on technical escalations Manage Intercom platform and customer communication workflows Develop training programs and technical documentation Deliver management reports on perfromance Suggest additional knowledge required for the agents and our tools (KB, Chat Bots, etc.) for the product team to enhance the client experiences. Required Qualifications 5+ years managing technical support or operations teams Proven track record leading customer-facing technical teams Strong analytical and problem-solving capabilities Experience with performance metrics and team development Excellent communication skills with technical and non-technical stakeholders Strongly Preferred Qualifications Expert-level knowledge of Intercom customer service platform (https://www.intercom.com/) Background in telecommunications or UCaaS (Unified Communications as a Service) Experience scaling technical operations in high-growth environments Familiarity with cloud-based communication systems What We Offer Competitive salary ($90,000 - $110,000 based on experience) Immediate start date for the right candidate Opportunity to shape technical operations at a growing company 100% in office position in our Chestermere, AB location. Must be residing within 50 km's of our location (T1X 0V2). No candidate's requiring relocation. To Apply: Submit resume and cover letter detailing relevant. Missing a cover letter will disqualify you from consideration. Job Type: Full-time Benefits: Casual dress Company events Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Vision care Wellness program Ability to commute/relocate: Chestermere, AB: reliably commute or plan to relocate before starting work (required) Experience: Technical Support Management: 5 years (preferred) Work Location: In person UnitedCloud seeks a Director of Technical Operations to lead our technical support team. This hands-on leadership position requires proven expertise managing customer-facing technical teams in a fast-paced environment. Key Responsibilities Lead and develop a team of technical support agents Oversee daily operations and ensure service level targets are met Implement processes and workflows to optimize team performance Drive continuous improvement in customer satisfaction metrics Collaborate with product and engineering teams on technical escalations Manage Intercom platform and customer communication workflows Develop training programs and technical documentation Deliver management reports on perfromance Suggest additional knowledge required for the agents and our tools (KB, Chat Bots, etc.) for the product team to enhance the client experiences. Required Qualifications 5+ years managing technical support or operations teams Proven track record leading customer-facing technical teams Strong analytical and problem-solving capabilities Experience with performance metrics and team development Excellent communication skills with technical and non-technical stakeholders Strongly Preferred Qualifications Expert-level knowledge of Intercom customer service platform (https://www.intercom.com/) Background in telecommunications or UCaaS (Unified Communications as a Service) Experience scaling technical operations in high-growth environments Familiarity with cloud-based communication systems

Responsibilities

The Director of Technical Operations will lead and develop a team of technical support agents while overseeing daily operations to meet service level targets. They will also implement processes to optimize performance and drive improvements in customer satisfaction metrics.