Director, Technical Operations

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 )
• 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

Benefits

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 )
• Background in telecommunications or UCaaS (Unified Communications as a Service)
• Experience scaling technical operations in high-growth environments
• Familiarity with cloud-based communication systems