What Jobs are available for Specialized Support in Atlanta?
Showing 146 Specialized Support jobs in Atlanta
Customer Support Representative
Posted today
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Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Process customer orders, returns, and exchanges efficiently.
- Troubleshoot and resolve customer issues related to products and services.
- Provide accurate information about company products and policies.
- Maintain customer records and update account information in the CRM system.
- Identify and escalate priority issues to appropriate internal teams.
- Strive to meet and exceed customer service performance metrics.
- Contribute to a positive and collaborative team environment.
- High school diploma or equivalent.
- 1-2 years of experience in customer service or a call center environment.
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening abilities.
- Customer-centric attitude and passion for providing exceptional service.
- Ability to multitask and manage time effectively.
- Proficiency with computers and common software applications.
- Experience with e-commerce platforms or CRM software is a plus.
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Technical Support Specialist II
Posted 2 days ago
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We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.
Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at .
**Job Summary & Location**
At Acuity, the Technical Support Specialist provides superior technical support and delivers exceptional customer experiences to internal and external customers. You will serve as the first point of contact for troubleshooting and resolving technical issues via email and phone, ensuring prompt and practical assistance.
The ideal candidate is dedicated, customer-focused, and demonstrates excellent problem-solving skills, a passion for helping others, and a commitment to delivering a seamless and positive support experience. Your role will be vital in upholding our company's reputation for outstanding customer service and technical expertise.
**This position works in Decatur, GA, based on business needs.**
**Primary Responsibilities Include**
+ Ensuring that customers receive industry-leading Technical Support, promoting brand loyalty
+ Assisting in remote troubleshooting of performance issues with lighting and controls products
+ Assisting with remote programming or re-programming controls products
+ Collaborating with Field Service and Warranty teams to provide solutions to field issues
+ Assisting with installation and application questions
+ Utilizing drawings and bills of material to provide information for replacement parts
+ Providing guidance for field modifications of installed products
+ Leveraging Knowledge Centered Service (KCS) articles to assist customers and write new articles as needed
+ Documenting customer interactions in the CRM tool Salesforce
+ Continuously increasing product knowledge by attending training to include self-guided or instructor-led modules and 1-on-1 shadowing / mentoring
**Qualifications**
+ 5 years of work experience in a related field required
+ Ability to work remotely from a space with minimal distractions and reliable internet access
+ Ability to succeed in a fast-paced environment with a high volume of customer interactions requiring effective multitasking throughout the day
+ Demonstrated autonomy, diligence, professionalism, and a sense of responsibility
+ Demonstrated excellent communication and interpersonal skills
+ Ability to diagnose complex problems through analytical thinking
+ Technical aptitude - electrical, wiring, digital/analog controls systems, reading schematics, reading/interpreting wiring diagrams
+ Proficiency with computer applications, including Microsoft Office Suite and Salesforce, or a similar CRM
+ Lighting and controls experience within a call center environment is preferred
+ A technical degree is preferred
+ An understanding of the fundamentals of manufacturing is preferred
+ Available to work onsite to engage and collaborate with teams and colleagues, visit customers or suppliers, or create moments that matter that require in-person interaction based on business needs (approximately half of the time)
**The range for this position is $48,100.00 to $86,500.00. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role. For a list of our benefits, click** **here** **.**
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Please click here ( and here ( for more information.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at . Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
E-Verify Participation Poster ( (
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Customer Service - Donor Support Technician
Posted today
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- Responsible for preparing the donor, donor area and equipment for the pheresis process.
- Prepares the autopheresis machine for the pheresis process.
- Monitors the donor and the pheresis process, responds to specific alarms or signals that may occur during the process.
- Disconnects the donor when the process is complete.
- Maintains alertness and awareness to any reaction donor may have during or after the pheresis process and notifies appropriate staff.
- Uses Personal Digital Assistant (PDA) to record incidents that occur during the pheresis process, such as machine alerts and alarms, volume variances and donor adverse events.
- Uses PDA to link equipment and soft goods used in the pheresis process to the appropriate donor.
- Alerts Group Leader or Supervisor of donor flow issues.
- Ensures the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).
- Understands the policies and procedures associated with hyper immune programs at the center if applicable.
- Maintains clean efficient work environment, and ensures sufficient operating supplies and forms are available as needed. Follows all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures. Promotes safety in all actions.
- Maintains confidentiality of all personnel, donor and center information.
- May be cross-trained in other areas to meet the needs of the business.
- Bilingual skills may be required, at the discretion of the organization, to meet the needs of the business.
- Perform job-related duties as assigned.
Qualifications:
- High school diploma or equivalent required
- Minimum of three (3) months' work experience, preferably in medical or health provider environment or equivalent combination of education and experience
- Must be able to perform basic math calculations
Different qualifications or responsibilities may apply based on local legal and/or educational requirements. Refer to local job documentation where applicable.
**Our Benefits**
For more information on CSL Plasma benefits visit .
**About CSL Plasma**
CSL Plasma ( operates one of the world's largest and most sophisticated plasma collection networks, with over 350 plasma collection centers in the U.S., Europe and China. Headquartered in Boca Raton, Florida, CSL Plasma is a subsidiary of CSL Behring ( , a global biotherapeutics business and a member of CSL. Plasma collected at CSL Plasma facilities is used by CSL Behring for the sole purpose of manufacturing lifesaving plasma-derived therapies for people in more than 100 countries. The parent company, CSL ( , headquartered in Melbourne, Australia, employs 32,000 people.
**We want CSL to reflect the world around us**
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL ( .
**Do work that matters at CSL Plasma!**
R-
CSL makes all employment decisions without regard to race, color, religion, national origin, ancestry, age, sex, gender, pregnancy, disability, marital status, sexual orientation, gender identity, genetic information, military status, protected veteran status (specifically status as a disabled veteran, recently separated veteran, armed forces service medal veteran, or active duty wartime or campaign badge veteran) or other classification protected by applicable US federal, state or local law. CSL complies with all applicable employment laws, including but not limited to Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act, the Fair Labor Standards Act, and the Immigration Reform and Control Act.
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Senior Technical Support Engineer (Remote)
Posted 1 day ago
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Job Description
Responsibilities:
- Provide advanced technical support to end-users via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex hardware and software issues.
- Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
- Document all support interactions, solutions, and troubleshooting steps in a ticketing system.
- Develop and maintain technical knowledge base articles and FAQs.
- Assist in training junior support staff on technical procedures and product knowledge.
- Collaborate with engineering and product development teams to identify and resolve product defects.
- Monitor system performance and identify potential issues proactively.
- Ensure timely and effective resolution of customer support requests.
- Contribute to improving support processes and customer satisfaction metrics.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 5 years of experience in technical support or helpdesk roles.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and common software applications.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN).
- Excellent troubleshooting and problem-solving skills.
- Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused mindset with a commitment to providing exceptional service.
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Booking Support Specialist
Posted today
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WorldVia Travel Network seeks a Booking Support Specialist, this individual plays a critical role in ensuring the success and satisfaction of our experienced travel advisors. This position serves as a trusted resource for resolving advisor questions and roadblocks, while also providing administrative support to education programs, events, member groups, and employee travel. Additionally, this role manages Member Success support tickets related to the education and events (Member Development) team, ensuring prompt and effective resolutions.
This position requires a background as a travel advisor, with the ability to understand the challenges and opportunities experienced advisors face. By combining advisor expertise with strong problem-solving and event coordination skills, the Specialist will directly contribute to member growth and engagement.
**About WorldVia Travel Network
WorldVia Travel Network** is a leading host agency for independent travel advisors, supporting over 4,600 members with innovative technology, strategic partnerships, and a proven track record in the travel industry. Since our founding in 1998, we've grown into a powerhouse network, providing travel professionals with the tools, education, and connections they need to thrive. We partner with top travel brands like Royal Caribbean, Norwegian Cruise Line, Hilton, Disney Destinations, and more, delivering exclusive benefits and best-in-class support.
Key Responsibilities
Act as the primary point of contact for experienced advisors, addressing advanced questions, business challenges, and roadblocks with practical solutions and industry expertise, while also providing guidance on best practices, tools, and resources to support business growth. Additionally, serve as a resource to the Member Success team, offering direction and support to strengthen overall advisor success.
Oversee the buildout, execution, and ongoing maintenance of member education events, trainings, and event spaces (virtual and in-person), while also managing the RFP process and ensuring compliance with contract requirements.
Manage and resolve all support tickets related to the education and events team, ensuring timely and accurate communication with members.
Partner with the Member Development team to ensure strategic alignment on program initiatives, advisor support priorities, and overall engagement strategies.
Escalate complex or specialized issues to appropriate teams, while maintaining ownership of communication until resolution.
Document member interactions, challenges, and solutions in the system to ensure knowledge sharing and trend tracking.
Contribute to the continuous improvement of member education and events by gathering advisor feedback and making recommendations.
Our Team Members
- Are fundamental optimists who believe that no industry compares to the travel industry.
- Go to extraordinary lengths to distinguish ourselves through world-class work.
- Prioritize quality over speed and speed over scope.
- Desire to work with deeply kind, mission-driven people.
- Strive to make the complex simple.
- Use first principles to debate ideas, test assumptions, and make decisions.
- Seek the truth by putting data above opinions.
- Assume good intent and give tactical feedback to help each other get better.
- Hold no ego—when our customers win, we all win.
We are committed to your professional development and growth as a company.
- You will set your own monthly goals aligned with our ambitious strategy.
- You will have our collective support in achieving significant wins—and personal coaching from your manager.
- You will be encouraged to take risks, try new things, and be creative with your work.
- You will have many opportunities to exchange and engage in feedback.
- You will be offered continual chances to stretch yourself and raise your own "bar."
- You will be rewarded for achieving excellence and mastery
Preferred Qualifications
Minimum 5+ years of experience as a travel advisor (required).
Strong knowledge of travel industry products, suppliers, and booking practices.
Proven ability to resolve complex advisor questions and challenges.
Experience coordinating professional development programs or events is a plus.
Proficiency in Microsoft Office Suite and comfort with CRM and ticketing systems.
Excellent communication and problem-solving skills, with the ability to build strong relationships.
Travel Requirements
- Minimal travel required up to 30%; may be needed occasionally for events.
What We Offer
Competitive salary and performance-based bonuses
Employer-Sponsored Medical and Dental Insurance with Employee Contribution
- Fully-Funded Life Insurance (1x salary) & LTD (Long-Term Disability Insurance)
- Optional Employee-Paid Vision Insurance and STD (Short-Term Disability Insurance)
- 401k with up to 4% Company Match
- Paid Time Off + Company Holidays
- Additional Time Off for Your Birthday and Work Anniversary
Discount Travel Program
Opportunities for professional development and career growth
- Travel industry perks and discounts
- Collaborative and innovative work environment
At WorldVia Travel Network, we are committed to fostering a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds and experiences.
Join us in shaping the future of travel and helping our network of agents achieve their business goals
Equal Opportunity & E-Verify Statement
WorldVia is an equal opportunity employer. This employer participates in E-Verify. We will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.
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Senior Community Support Specialist
Posted 1 day ago
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Key Responsibilities:
- Conduct comprehensive needs assessments for individuals and families seeking assistance.
- Develop personalized support plans, linking clients to appropriate services such as housing, employment, healthcare, and mental health support.
- Provide ongoing case management, monitoring client progress and adjusting support plans as necessary.
- Facilitate referrals and follow-up to ensure clients receive continuous care and access to resources.
- Maintain accurate and confidential client records in compliance with organizational policies and ethical standards.
- Develop and deliver educational workshops and information sessions to community members on available resources and services.
- Collaborate with partner organizations, government agencies, and other stakeholders to enhance service delivery and advocate for client needs.
- Mentor and provide guidance to junior support staff, fostering a collaborative and supportive team environment.
- Stay informed about relevant legislation, policies, and community trends affecting client populations.
- Contribute to program development and evaluation, identifying areas for improvement and innovation.
Qualifications:
- Bachelor's degree in Social Work, Psychology, Sociology, or a related field. Master's degree preferred.
- Minimum of 5 years of experience in community outreach, case management, or social services.
- Proven ability to build rapport and trust with diverse client populations.
- Strong knowledge of local resources and support systems in the Atlanta, Georgia, US area.
- Excellent interpersonal, verbal, and written communication skills.
- Proficiency in case management software and Microsoft Office Suite.
- Demonstrated ability to work independently and manage a remote caseload effectively.
- Commitment to ethical practice and client advocacy.
This role offers the flexibility of a fully remote work arrangement, allowing you to contribute impactful work from anywhere. Join a mission-driven organization dedicated to empowering communities and improving lives.
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Project Support Specialist, Senior- Winship Cancer Institute
Posted 2 days ago
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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.
**Description**
**About Winship Cancer Institute of Emory University**
Dedicated to discovering cures for cancer and inspiring hope, Winship Cancer Institute of Emory University is Georgia's only National Cancer Institute-designated Comprehensive Cancer Center, a prestigious distinction given to the top tier of cancer centers nationwide for making breakthroughs against cancer. Winship is researching, developing, teaching, and providing novel and highly effective ways to prevent, detect, diagnose, treat, and survive cancer. Cancer care at Winship includes leading cancer specialists collaborating across disciplines to tailor treatment plans to each patient's needs and type of cancer; innovative therapies and clinical trials; comprehensive patient and family support services; and a personalized care experience aimed at easing the burden of cancer. Winship is Where Science Becomes Hope®. For more information, visit winshipcancer.emory.edu.
**Winship is seeking qualified candidates for the Project Support Specialist, Senior position.** **Position details are as follows:**
Winship Cancer Institute is hiring a Project Support Specialist, Senior to lead data-driven projects that support cancer outreach and research across Georgia. This role involves analyzing population-based data, conducting community assessments, creating presentations, and mapping program needs. The ideal candidate must be highly organized, skilled in data analysis and project coordination, and comfortable with administrative tasks like scheduling and reporting. Some travel as needed.
KEY RESPONSIBILITIES:
+ Develops innovative analytical methods, analyzes data and makes recommendations to enhance the effectiveness and efficiency of projects and/or business processes.
+ Leads and provides project management support for a variety of projects which may involve financial administration and the upgrade of software systems.
+ Tracks and verifies procedures.
+ Coordinates the distribution, tracking, and feedback of metrics.
+ Develops and manages project time lines.
+ Works closely with project team/departments to identify and resolve concerns.
+ Assumes responsibility for timely delivery of project deliverables, as necessary.
+ Develops and maintains databases and reports.
+ Performs various analyses such as developing forecasts, analyzing implications, and presenting data.
+ Tracks departmental budgets and forecasts future budget needs.
+ May plan and coordinate special events and maintain the departmental website.
+ Performs related responsibilities as required.
**SPECIFIC KEY RESPONSIBILITIES AND QUALIFICATIONS RELATED TO COE**
+ Conducts comprehensive assessment of cancer and other health priorities for the state of Georgia, integrating data from national, statewide, and county-level sources, as well as input from community stakeholders
+ Oversees and coordinates special projects related to community and state priorities in cancer
+ May represent the program in various regional, statewide, or national settings.
+ Collects and evaluates data needed to monitor progress in reaching project-specific goals or aims identified through strategic planning process.
+ Develops and implements special projects for COE or the Winship Center for Cancer Health Equity Research (WCCHER)
+ Reviews the literature, designs, or adapts evidence-based intervention programs targeting cancer control priorities in Georgia
+ Designs, implements and reports data collection related to programs and projects
+ Plans and conducts evaluation of programs and activities
+ Coordinates publicity for programs, events, and related activities in collaboration with Marketing and Communications
+ May facilitate projects or activities related to research studies led by Winship members that target COE priorities
+ Helps prepare reports, grants, and manuscripts
+ Maintains data collected as part of programs, interventions, and/or evaluation
+ Collects, analyzes, and summarizes data as requested for presentations, progress reports, External Advisory Board meetings, and the P30 Cancer Center Support Grant for COE and WCCHER
+ Supervises students or trainees working on data-related projects for COE
MINIMUM QUALIFICATIONS:
+ A bachelor's degree and four years of project management, financial and/or administrative management experience or an equivalent combination of education, training and experience.
+ Advanced Excel and Access skills strongly preferred.
PREFERRED QUALIFICATIONS:
+ Knowledge of or skillset for working with large publicly available datasets for assessment of Georgia cancer health priorities and needs
+ Graduate degree preferred.
+ Exceptional organizational, problem-solving, and communication skills.
+ Effective writing, analytical, presentation, and collaboration skills.
+ Able to work and collaborate easily with community-based populations and partners
**Additional Details**
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: (V) | (TDD).
Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at or call (Voice) | (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.
**Connect With Us!**
Connect with us for general consideration!
**Job Number** _ _
**Job Type** _Regular Full-Time_
**Division** _Exec.V.P. for Health Affairs_
**Department** _Winship Cancer Institute_
**Job Category** _Project and Program Management_
**Campus Location (For Posting) : Location** _US-GA-Decatur_
**_Location : Name_** _Winship Clairmont Admin Annex_
**Remote Work Classification** _Primarily On Campus_
**Health and Safety Information** _Not Applicable_
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Remote Customer Success Manager (Tier 3 Support)
Posted 1 day ago
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Member Support & Engagement Specialist
Posted today
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Job Description
About Us
MaxRewards is an early-stage technology startup building the financial optimization layer for consumers and small businesses. Our rapidly growing platform helps 700K+ members effortlessly manage their credit cards and spend, unlock hidden offers, and automatically maximize their rewards and credit card perks—all in one seamless experience.
The Role
We're seeking a Member Support & Engagement Specialist to join our growing support team. No previous support experience required—we're hiring for aptitude, critical thinking skills, and passion. You'll be the voice of MaxRewards across multiple channels, ensuring our members receive exceptional support while building meaningful engagement with our community. This is a full-time, salaried, in-person role at our midtown Atlanta office . Out-of-state or remote candidates will not be considered.
Key Responsibilities
Respond to member support inquiries across Intercom and other channels with accuracy and empathy
Directly resolve member issues that can be addressed without engineering involvement
For complex technical issues: identify root causes, create clear engineering tickets, and communicate updates to members
Participate in product and engineering discussions to represent the member voice
Monitor and respond to customer reviews and feedback on app stores, social media, and review platforms
Create and share engaging announcements, tips, and educational resources across social media and owned channels
Track support trends and contribute to knowledge base improvements
What We're Looking For
Required:
Exceptional written communication skills with ability to adapt tone for different audiences
Strong critical thinking and problem-solving abilities
Natural curiosity and ability to learn quickly
Excellent attention to detail
Empathy and patience when helping frustrated members
Ability to work full-time from our midtown Atlanta office
Nice to Have:
Familiarity with Intercom or similar support platforms
Interest in personal finance, credit cards, or travel hacking
Experience with social media management
Key Attributes for Success
Clear communicator : You can explain complex concepts in simple, friendly terms
Problem solver : You dig deep to understand issues and find creative solutions
Pattern spotter : You identify recurring issues and suggest improvements
Team player : You collaborate effectively with cross-functional teams
Member advocate : You genuinely care about helping people
Your Growth Path
Start as a member advocate, then grow into specialized areas like social media management, technical support, product management, or team leadership based on your interests and strengths.
What We Offer
Competitive salary and equity
Excellent benefits, including up to 100% employer-paid medical, dental, and vision insurance
6% 401K match after 1 year of service
Direct impact on member experience and product development
Professional development opportunities in a high-growth startup
How We'll Assess You
Assessment (online test): After applying, you'll receive an invitation to complete our member support assessment. You must complete this assessment within 48 hours of applying. If you do not receive an email, please check your spam or junk mail.
First Round Interview (video call): We will evaluate how you handle various member support inquiries and situations.
Final Round Interview (in-person): We will evaluate how you handle more member support inquiries and situations. We'll also evaluate other skills required for the job.
If you're passionate about helping people and excited about joining a fast-growing fintech startup, we want to hear from you!
Compensation Range: $40K
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Head of Support Services
Posted 2 days ago
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EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit Note: This position is 100% remote for candidates based in the US***
EDB is seeking a dynamic and experienced Head of Support Services, to lead our global support organization. This role requires a visionary leader and change-agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The Sr. Director will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.
**Your impact will be:**
+ **Leadership & Strategy:**
+ Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity.
+ Develop and execute a strategic roadmap to modernize support delivery and align it with EDB business goals.
+ **Innovation & Automation:**
+ Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency.
+ Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times.
+ **Support Platform Expertise:**
+ Drive optimization and utilization of EDB's core customer support platform
+ Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence.
+ **Operational Excellence:**
+ Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment.
+ Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership.
+ **Customer Experience:**
+ Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction.
+ Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.
**What you'll bring:**
+ 10+ years of leadership experience in global support or service delivery, with at least 5 years at the Director level.
+ Hands-on experience with support platforms, including managing contact center technology and customer interaction solutions.
+ Proven track record of managing high-volume, high-paced support environments in a technology or SaaS company.
+ Deep understanding of support platform capabilities; hands-on experience driving optimization.
+ Expertise in AI and automation technologies, with a focus on practical, scalable solutions.
+ Strong change management capabilities to lead transformative initiatives across a global organization.
+ Exceptional communication and stakeholder management skills, with the ability to influence at all levels.
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
#LI-Remote #BI-Remote
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