Director of Customer Services 

Key Responsibilities 

• Lead and integrate theTechnical Support contact center teams across IRIS Americas 

• Oversee day-to-day technical support operations while simultaneously executing transformation initiatives. 

• Accountable for $7M Technical Support budget 

• Mature and modernize the Technical Support model to align with IRIS’s product strategy. 

• Drive adoption and optimization of AI, Genesys, and Salesforce Service Cloud capabilities. 

• Develop and maintain a modern, scalable support strategy that enhances customer and employee experience. 

• Deliver measurable improvements in inbound contact volume reduction, response time, resolution time, customer satisfaction (CSAT), and employee engagement. 

• Lead a team of 5 managers/team leads and 50+ agents, ensuring coaching, performance management, and career development. 

• Maintain appropriate staffing levels according to the workload model, including seasonal forecasting and hiring planning. 

• Ensure operational readiness and availability during critical customer peak periods (e.g., Payroll Year-End in January; Tax Season March/April). 

• Foster a culture of continuous improvement, knowledge sharing, and operational excellence. 

• Utilize KPIs, reporting frameworks, and operational dashboards to communicate performance and drive accountability. 

Required Experience & Qualifications 

• 7+ years of proven experience leading a SaaS-based technical support center at scale. 

• Deep understanding of Payroll and Accountancy domains (preferred). 

• Demonstrated success as a change leader, driving organizational adoption of new tools, processes, and support models. 

• Hands-on experience with AI-enabled support technologies, Genesys Cloud, and Salesforce Service Cloud. 

• Strong track record of integrating and transforming technical support operations. 

• Experience managing large teams, including multi-level leadership (manager-level and frontline agents). 

• Expertise in workforce planning, forecasting, and workload-based staffing models. 

• Excellent operational judgment with the ability to balance strategic initiatives and day-to-day execution. 

• Strong communication, collaboration, and stakeholder management skills across global teams. 

• Must be US-based with availability during peak demand periods. 
  
  Internal Candidates Elgible: Level 6/7