Director, Technical Support Services

Company overview

This organization is an investment firm that partners with outstanding entrepreneurs and tech founders from Denmark, helping them build and expand companies that can compete internationally. It provides backing, networks, and hands-on guidance to support long-term growth. The culture is centered on innovation, accountability, and durable partnerships, with close collaboration across founders and stakeholders to create meaningful outcomes for technology businesses at key growth stages.

Role overview

The Director of Technical Support Services is a full-time remote leadership position focused on growing and managing the technical support function across the portfolio. You will oversee daily support operations, make sure customers and internal teams receive timely and effective technical assistance, and continuously improve the way support is delivered. The role includes shaping support strategy, introducing best practices, using performance data to guide decisions, and serving as the escalation point for complex or high-impact issues.

What you will do

• Lead day-to-day technical support operations across multiple portfolio companies or support environments.
• Ensure technical issues are resolved quickly, accurately, and with a high standard of service.
• Build, refine, and document support processes that improve consistency and efficiency.
• Track customer satisfaction, service quality, and operational performance using relevant data and metrics.
• Manage, coach, and develop a distributed support team to sustain strong performance.
• Set service-level objectives and help the team meet or exceed them.
• Partner with product, engineering, and customer success teams to identify root causes and reduce recurring issues.
• Plan and deliver support-related projects, including process upgrades and tool implementations.
• Introduce systems and workflows that strengthen support productivity and team effectiveness.
• Handle complex or business-critical escalations as the senior technical support contact.

Requirements

• Established experience in technical support and customer service, particularly in technology-driven or B2B settings.
• Proven success handling difficult technical issues while maintaining a strong customer experience.
• Demonstrated leadership ability in building, mentoring, and scaling remote or distributed teams.
• Strong project management skills with the ability to prioritize and deliver multiple support initiatives.
• Experience defining, monitoring, and acting on KPIs, SLAs, and service metrics.
• Excellent English communication skills, both written and spoken, with the ability to simplify technical topics.
• Comfort working with support platforms, ticketing tools, and knowledge base systems; SaaS or startup exposure is an advantage.
• Bachelor’s degree in Computer Science, IT, Engineering, Business, or a related area, or equivalent hands-on experience.
• Ability to work independently and collaboratively in a remote, international environment.

Additional information

This is a full-time remote position based in the United States. No salary, stipend, start date, application deadline, or number of openings was specified in the source.