Director of Technical Support Services (Remote, U.S.)

Position Summary

Uniguest is hiring a Director of Technical Support Services to oversee the overall operations and performance of the managed services team, driving key metrics such as customer satisfaction, response times, and resolution rates. In this position, you will establish and implement service delivery standards and processes to ensure consistent and high-quality customer support within the call center. You will also be responsible for collaborating with key departments to ensure seamless integration of processes and delivery of customer support. A successful candidate will demonstrate the ability to reply on prior experience and judgment to set and accomplish goals while driving continuous improvement in call center operations. This position is responsible for leading and directing the work of managers and supervisors within the team. Accordingly, high degrees of initiative, creativity, and leadership are expected.

Primary Responsibilities

• Sets the tone for internal and external communication, ensuring clear, consistent messaging across teams, and communicates effectively with customers to maintain positive relationships and resolve escalated issues.
• Develops and implements strategic operational plans to improve efficiency and customer experience.
• Establishes and monitors service level agreements (SLAs) and key performance indicators (KPIs) for customer service excellence.
• Ensures the smooth day-to-day operations of the managed services team, including workforce management, scheduling, and staff performance.
• Manages relationships with key internal and external stakeholders to align call center services with broader business goals.
• Coordinates with IT, product management, and operations teams to ensure the right tools, technologies, and processes are in place to support the call center.
• Oversees hiring, training, and development of call center staff, ensuring all team members are equipped to deliver top-tier customer support.
• Identifies areas for improvement in process and technology to drive efficiency and customer satisfaction.
• Leads escalated customer service situations and collaborates with cross-functional teams to resolve issues promptly.
• Analyzes call center metrics to ensure continuous improvement and optimal performance.
• Manages departmental budgets, ensuring cost-effective operations.
• Develops and enforces policies and procedures to improve service quality, reduce costs, and ensure compliance with company standards and regulations.
• Presents performance reports and strategic recommendations to executive leadership.
  
  

Experience & Skills

• Familiarity with call center technology systems such as Salesforce, Zendesk, or other CRM platforms.
• Experience managing multi-site or global call center operations.
• Knowledge of performance evaluation and customer service metrics.
• Experience in budget management and process optimization.
• Comfortable working with executive leadership and presenting operational performance.
  
  

Required Qualifications

• Bachelor’s degree preferred, or equivalent military/professional experience
• 5+ years of experience in a leadership role within a call center or customer service environment.
• Proven experience managing large teams (50+ employees) with a focus on managed services/customer support.
• Strong understanding of call center technology platforms (e.g., CRM, IVR, ACD).
• Experience with process improvement methodologies such as Lean, Six Sigma.
• Advanced skills in workforce management, scheduling, and resource allocation.
• Demonstrated ability to meet SLAs and KPIs in a high-volume, fast-paced environment.
• Proficient in Microsoft Office Suite and call center management software.
• Excellent verbal and written communication skills for interactions with both technical and non-technical staff.
• Strong problem-solving skills with a demonstrated ability to implement effective solutions quickly.
• Commitment to customer satisfaction and operational excellence.
• Ability to mentor and motivate teams, fostering a positive work environment focused on continuous improvement.
  
  

What We Offer

• Supportive leadership team that rewards initiative and success.
• Medical, Dental and Vision Insurance Plan options.*
• 401k Plan with Employer Match.
• Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave.
• Employee Assistance Program (EAP).
• Employee Referral Bonus Program.
• Career development and potential for advancement opportunities.
• Performance bonuses.
• Employee Recognition Rewards Program.
• Benefits package will depend on your position, location, and other eligibility requirements.
  
  

About Uniguest

Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more – all designed to deliver a consistent and safe experience to our clients’ customers.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.