Director of Technical Support

Nacelle is a leading headless commerce platform that turns traditional eCommerce stores into lightning-fast, mobile-first progressive web apps (PWAs). After going headless with Nacelle, eCommerce retailers have seen 25%+ increases in conversion rates, higher average cart sizes, and the support to handle spikes in traffic. We partner with top retailers including Something Navy, Enso Rings and Barefoot Dreams.

Nacelle is an early stage, venture-backed, fully remote company. Recently closing our Series A round for $18m, our institutional investors include Index Ventures, Inovia and more. We also have raised from notable industry angels including leaders from Shopify Plus, Attentive, and Klaviyo.

The role

We are looking for a results driven Director of Technical Support to build and lead the customer success engineering team. The team drives the technical implementation with our enterprise merchant developers, ensures Nacelle merchants successfully adopt the product with a positive experience, and drives growth with the Customer Success team through renewals and expansion.

This role will report directly to the VP of Operations and will work closely with the Customer Success, Sales, Marketing, and Engineering teams.

Responsibilities:

• Recruit, manage, coach, and inspire a team of frontend developer talent
• Define, build, and oversee process that enables the customer developer onboarding and engagement experience
• Determine how to define, drive, and demonstrate value (ROI) with customers
• Deliver clear insights to the Product team that turn into product improvements; work cross-functionally with the Engineering team to create optimal feedback loops
• Lead cross-functional team communication to optimize onboarding and engagement; clarify ownership, inputs, and outputs for each part of the customer developer journey
• Manage escalations from your direct reports and follow a methodical escalation process to quickly resolve
• Identify opportunities for continuous improvement
• Own and report on key metrics for your team

Skills and qualifications:

• 5+ years of management experience leading teams in a SaaS or subscription enterprise software company
• 3+ years experience in enterprise implementation support, project management, technical consulting, or other related fields (SaaS experience strongly preferred)
• A Bachelor's degree in Computer Science or equivalent working experience
• Experience building a team playbook or process from scratch
• Proven experience leading teams, driving software adoption, and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage distributed teams
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with Leadership
• Hold strong operational skills that will drive organizational efficiencies and customer developer satisfaction
• Willing and able to address escalated client issues with speed and urgency
• Working knowledge of support and sales software

Nice to have:

• Remote work history
• eCommerce technology experience
• Experience with Atlassian (Jira Service Desk, Jira, Confluence)
• Experience with Vue.js, Nuxt.js, and React
• Experience building an application

Benefits and perks:

• Robust health benefits packages
• 401(k)
• Full support for remote work, including a stipend for getting your home work space setup
• Home internet plan paid for monthly
• Unlimited PTO
• Learning and development fund
• An extremely enthusiastic team that appreciates collaboration