Director - Technical Customer Support

April 15

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

💻 IT Support

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Upshop

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Upshop is a comprehensive operations platform that provides solutions for retailers across various departments including Fresh, Center, DSD (Direct Store Delivery), and eCommerce. Its platform focuses on optimizing store operations through AI-powered tools for inventory management, order fulfillment, and demand forecasting. Upshop aims to enhance operational efficiency, improve sustainability, and boost sales by reducing waste and improving product freshness. The platform streamlines processes such as inventory optimization, recipe management, and replenishment, helping retailers achieve a connected and simplified shopping experience. Upshop positions itself as a partner rather than just a platform, dedicated to driving process simplification and modernization in grocery retail operations.

fresh item management • production planning • inventory intelligence • AI forecasting • food waste

51 - 200 employees

Founded 1993

☁️ SaaS

🛒 Retail

🛍️ eCommerce

📋 Description

• About Upshop: • Upshop is the market leader in Total Store Operations solutions for the Grocery and C-Store markets. • We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. • Upshop customers realize significant improvements in sales, shrink, food safety, and sustainability across the entire store. • 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents. • We are seeking a highly strategic and experienced Director of Customer Support to lead the vision and execution of Upshop’s customer support operations. • This role will drive the long-term success of our support teams, optimize the customer experience, and implement strategies to improve retention, customer satisfaction, and operational efficiency. • Responsibilities include leading, mentoring, and driving the development of team managers while working cross-functionally to enhance customer success. • Ensure the delivery of a seamless, high-quality customer experience across all support channels (Zendesk, JIRA, etc.).

🎯 Requirements

• 4-year degree or equivalent work experience. • Minimum of 8 years of experience in a leadership or management role within a customer support environment, preferably in a SaaS or technology company. • Proven experience in formulating and executing customer service strategies that align with long-term business goals. • Exceptional leadership experience, with the ability to inspire and motivate a diverse, high-performing team. • Expertise in using CRM and support platforms such as Zendesk, JIRA, Confluence, and Pager Duty. • A strong passion for improving the customer experience and delivering value at every touchpoint in the customer journey. • Excellent verbal and written communication skills, with a strong ability to lead teams and present to executive leadership. • Strong problem-solving and analytical skills, with the ability to identify trends, risks, and opportunities in customer support data. • Proven track record of driving operational improvements and increasing team efficiency while maintaining high levels of customer satisfaction.

🏖️ Benefits

• Hybrid working environment • Competitive salary • Employer-matched 401(k) plan • Attractive paid time off policy • Career growth and development opportunities • Home office support set-up