**Director of Customer Support****Location: Queretaro, MX**:**Travel Percentage: 0 - 10%**:**Employment Type: Full-Time; Salaried**:**Reports To: EVP of Professional Services & Customer success**:**Compensation: Base Salary, Bonus, Benefits, etc.**:***:**About Us**:Innovapptive is a global leader for industrial connected worker solutions that brings front-line workers, back-office and assets together. The company uniquely unlocks all aspects of an enterprise's work management processes with its flagship patented no-code connected worker platform and integrated suite of apps that tightly integrate with enterprise ERP's, enterprise asset management (EAM) and asset performance management (APM) systems. The platform empowers operators, maintenance and warehouse teams to seamlessly collaborate and communicate to carry out work identification to work management workflows. Today, Innovapptive serves some of the world's largest asset intensive customers and helps them attract and retain the best talent with it's platform's end to end digital solutions to improve operational efficiencies, safety, compliance, asset uptime, and reliability. Innovapptive is headquartered in Houston, TX, with a Global Center of Excellence in Hyderabad, India and offices in Australia.We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn" brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!.Recently in May 2023 Innovapptive raised a Series B investment led by Vista Equity Partners ("Vista"), a leading global investment firm focused exclusively on enterprise software, data and technology-enabled businesses. Existing investor Tiger Global Management also participated in the round. Vista is a leading global investment firm with more than $96 billion in assets under management as of December 31, 2022. The firm exclusively invests in enterprise software, data and technology-enabled organizations across private equity, permanent capital, credit and public equity strategies, bringing an approach that prioritizes creating enduring market value for the benefit of its global ecosystem of investors, companies, customers and employees.**The Role**:**How You Will Make an Impact**:**_ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._**:- Be an Innovapptive product ambassador, staying abreast of all product line's features and functionality. Provide recommendations for process improvements internally and with customers.- Continuously improving support delivery through iteratively improving policies, procedures and operations.- Lead the team toward a culture of excellence: support processes discipline, escalation pathing, executive involvement - ultimately removing the burden from the customer in order to resolve their support challenges.- Manage customer expectations and escalations. Excellent mediation and influencing skills are important to performing this duty.- Establish best in class KPIs and measure the support organizations performance to those goals. Standardized performance metrics should be established ensuring uniformed performance criteria and coaching.- Lead by example firstly and also coach and mentor CSRs in customer facing skills, product knowledge and root cause analysis methodologies.- Recruit A-level talent and scale the team to meet our company growth objectives.- Manage day-to-day operations including ticket volume management, service level attainment, and maniacal focus on exceeding customer expectations.- Identify opportunities for continual improvement and lead the implementation of changes to drive efficiencies including business partner satisfaction with project execution and operational support.- Drive a culture of support excellence - efficient, respectful, courteous, knowledgeable.- Drive timelines with Product Managers, Product Engineers and Professional Services to ensure the bug fixes and root cause analyses and resolutions are conducted in a timely and efficient manner.- Handles escalated troubleshooting tasks and works with team members on problem recognition, correlation & notification, maintains an open line of communication regarding events and follow-ups.- Proactively determine ways to improve support/service, including development and execution of a customer self-service support model- Expand Innovapptive's self help knowledge base, community forums and social media efforts (in conjunction with social media marketing)- Work with IT Help Desk associates with problem resolution and information gathering, determining needs, and conducting research to find a correct solution.- Other duties as assigned.***:**What You Bring to the Team**:- Bachelor's degree in business, engineering, or rela
