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Director, Customer Support

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.

By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy.  We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
 
Role Overview

We’re looking for a dynamic Director, Customer Support to lead and grow our global world-class support team. In this role, you'll manage a team of Managers who assist lead teams of Customer Support Analysts with our hardware and software products. You’ll own the customer support strategy, drive operational excellence, and ensure an exceptional experience across all channels.

This is a high-impact leadership role for someone who’s passionate about service, thrives in fast-paced environments, and knows how to turn complex challenges into smooth solutions
 

Key Responsibilities

    • Lead and mentor a multi-tiered support team to meet SLAs and customer satisfaction goals, including a BPO in Manila
    • Own case management processes within Salesforce and optimize high-volume email support workflows
    • Handle critical escalations and act as SME for complex issues
    • Report on key support metrics and drive accountability across the team
    • Partner cross-functionally to continuously improve the customer journey
    • Build and evolve support training, documentation, and knowledge base resources

Qualifications

    • 6–10 years in customer support or service leadership
    • Directly manage internal teams and a Business Process Outsourcing (BPO) partner to ensure consistent, high-quality support delivery
    • Experience managing teams supporting both hardware and software
    • Hands-on expertise with Salesforce Service Cloud and email-based support
    • Strong track record of meeting SLAs and driving team performance
    • Excellent problem-solving, decision-making, and collaboration skills
PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.
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PDI Technologies

Category

Customer Support

Employment type

Full-Time

Region

North America

Location

Alpharetta, GA / Dallas, TX

Salary range

Prefer not to share

Posted

1 day ago

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