Director, Technical Support

LearnUpon is looking for a  Director, Technical Support to join our team for a maternity cover contract (approx 12-14 months). This is a hybrid role, working 3 days per week from LearnUpon's Dublin City office.

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. 

Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.

We’re looking for a hands-on, strategic leader to manage and grow our global technical support function. Reporting to the VP, Customer Experience, you will be responsible for ensuring high levels of customer satisfaction, optimizing support operations, and introducing scalable solutions, particularly through AI and automation. You will drive initiatives that not only improve responsiveness and resolution time but also position our support function as a key differentiator in the SaaS space.

• Lead, mentor, and scale a global technical support team.
• Drive excellence in performance through key metrics (CSAT, FRT, MTTR) and quality benchmarks.
• Develop onboarding, coaching, and career development programs to retain top talent.
• Foster a culture of ownership, accountability, and customer empathy.

• Develop and execute a roadmap for implementing AI-powered support tools (e.g., AI chatbots, NLP ticket routing, automated diagnostics).
• Evaluate and implement AI-drive third-party solutions.
• Partner with Security, IT, and Business Intelligence to integrate generative AI and predictive analytics into the customer support stack.
• Champion the expansion of scalable self-service tools such as intelligent knowledge bases and proactive issue detection systems.

Customer Experience & Escalations

• Serve as an executive point of contact for high-priority customers and support escalations.
• Lead root cause analysis and cross-functional coordination across Product, Engineering, and CX to drive issue resolution.
• Provide actionable customer insights to influence product roadmap and customer success strategy.

Scalability & Strategic Planning

• Design and implement support strategies to serve a growing, global customer base—including Priority, Enterprise, and Strategic accounts.
• Forecast staffing, technology, and budget needs in alignment with business growth.
• Develop and operationalize a multi-tiered support model incorporating all LU’s customer facing tech stack. 

• 8–10+ years in technical support roles within a SaaS or similar environment.
• 5+ years in a leadership or director-level capacity managing global teams.
• Experience working with AI and automation in customer support (chatbots, LLMs, ticket classification, predictive analytics).
• Strong technical acumen with knowledge of SaaS architectures, APIs, cloud platforms (AWS, Azure, GCP), and integrations.
• Proficiency with support ticketing platforms (e.g., Zendesk, Intercom, Jira)
• Highly analytical and data-driven; able to identify trends and use metrics to drive decisions.
• A hands-on, “get-it-done” mentality with a willingness to dive into systems, data, and processes to drive improvements.
• Strong communication, and stakeholder management skills across technical and non-technical teams.
• Comfortable interfacing with customers and executives, particularly in escalation scenarios.
• Technical fluency or strong interest in areas such as SQL, web applications, and e-learning platforms is a plus.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration.  We do our best to provide feedback where we can!

• Competitive salary.
• Comprehensive private health insurance scheme and Company pension scheme.
• 25 days annual leave + 1 annual company wellness day off.
• Work in a fun and supportive environment with regular team events.
• Excellent career progression - take LearnUpon where you think it can go.

Applicants for the position can expect the following hiring process:

• Qualified applicants will be invited to schedule a 30-minute call.
• Successful candidates will then be invited to a series of practical interviews.
• Finally, candidates will have a short interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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