Lightcast
Director of Customer Technical Support - 1021
Moscow, ID · Director · Part-time
Sponsorship not specifiedDetected 105 days ago
Product ManagementProduct StrategyCustomer SupportLeadershipMentoringOrganizational Skills
About the role
- The role focuses on delivering long term technical stability and excellence for a global client base.
- A primary focus is the professional development of early career representatives and the management of a specialized part time workforce in Idaho.
- Lightcast is a global leader in labor market insights with our headquarters located in Moscow, ID (US) and other offices in the United Kingdom, Europe, and India.
Responsibilities
- Manage a Moscow-based part-time team with complex scheduling and resource planning.
- Oversee India team operations to ensure seamless handoffs and consistent global support.
- Partner with SVP of Client Success & Support to drive support strategy and efficiency.
- Optimize knowledge base and documentation to enhance customer experience.
- Lead adoption of AI-driven, self-service support solutions.
- Enable engineers to identify root product issues and deliver strategic solutions.
- Implement scalable processes for consistent, high-quality service delivery.
- Adapt support strategies to evolving client needs and technical complexity.
- Partner cross-functionally to inform product roadmap with client feedback.
- Drive innovation through a culture of creativity and solution-focused thinking.
Requirements
- Experience managing international teams, including India-based operations.
- Experience managing part-time teams and complex scheduling.
Benefits
- Mentor global technical support teams (Moscow, India) to deliver 24/6 coverage.
- Set performance standards and drive continuous learning through training and knowledge sharing.
- Establish reporting cadences to surface technical health and product risks.
- Education & Experience:
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This listing is sourced directly from Lightcast's careers page and normalized into a canonical job model.