Director, Customer Support

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

We are seeking a strategic, experienced, and customer-obsessed Director of Customer Support to lead and scale our global support operations for our Enterprise SaaS platform to the Financial Services industry. The group includes functions as Cloud Support, On Premise Support and Managed Services. This role involves managing a global support team, ensuring high-quality service delivery, and working closely with engineering, sales, and product teams to provide timely solutions to customers. The director will also drive operational improvements, set strategic goals, and ensure that the support team meets all service level agreements (SLAs) while maintaining a focus on customer satisfaction and business growth.

What you will be doing?

Leadership & Team Management

• Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency.
• Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs
• Build, lead, mentor, and scale a geographically distributed support team (Tier 1–3) off over 100 staff. Establish clear goals, performance metrics, and career development plans.
• Promote a culture of collaboration, accountability, and continuous improvement within the team

Strategic Direction & Planning

• Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows
• Collaborate with senior leadership to align cloud support objectives with overall company strategy
• Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded

Customer Support Excellence

• Act as the voice of the customer internally. Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development.
• Oversee the resolution of  customer support cases, ensuring timely and effective solutions
• Ensure the team is proactive in identifying and addressing potential issues before they impact customers
• Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly
• Monitor and analyze CSAT/NPS (Customer Satisfaction/Net Promoter Score) and other feedback metrics to identify trends and areas for improvement

Operational Efficiency

• Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations and track progress
• Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them
• Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance
• Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success)

Collaboration with Cross-functional Teams

• Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported
• Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction
• Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends

Cloud Infrastructure & Tools Management

• Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable
• Ensure the team is fully trained and equipped with the tools necessary for effective cloud support
• Evaluate and recommend new cloud technologies or processes to improve support delivery

Budget & Resource Management

• Manage the customer support department’s budget, ensuring proper allocation of resources to meet business needs
• Forecast resource requirements and allocate resources effectively to handle customer demand
• Ensure cost-effective operations while maintaining high-quality service

Compliance & Security

• Ensure that cloud support operations comply with relevant legal, regulatory, and security standards
• Work with security teams to address any security-related customer concerns or incidents within cloud environments
• Develop and enforce best practices for data protection and privacy

Reporting & Communication

• Provide regular reports to executive leadership on cloud support performance, including backlog, MTTR, problem areas, customer satisfaction, escalations, resource utilization, and cost
• Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience.
• Ensure clear and effective communication within the support team and with other internal stakeholders

Continuous Improvement

• Drive initiatives to continuously improve the cloud support process and the overall customer experience

• Prepare support systems for continued global growth, product expansion, and increased customer complexity.

• Lead post-mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions

Have you got what it takes?

• Proven leadership experience (typically 10+ years) in cloud support or related fields, with a strong background in managing cloud-based infrastructure and teams.
• Leadership experience in building and managing high-performance teams.
• Strong understanding of cloud technologies (AWS, Azure, GCP) and how they relate to customer support needs.
• Ability to collaborate with cross-functional teams including product, engineering, and sales.
• Excellent communication and problem-solving skills.
• Customer-focused mindset with a deep understanding of CSAT and NPS metrics.
• Ability to manage budgets and resources effectively.
• Experience in working with global teams and cross-cultural environments.
• This role requires a strong balance of strategic leadership, operational efficiency, and customer-centric focus.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:  10016Reporting into: Senior DirectorRole Type: Director

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.