Director of Application Support

Development · New York, New York
Department Development
Employment Type Full-Time
Minimum Experience Executive

We are an award-winning, innovative RegTech Firm with a passion for developing Artificial Intelligence that makes the world safer. We work with several leading banks and financial institutions, such as Standard Chartered Bank and HSBC, to provide them with powerful tools that combat Money Laundering and Terrorist Financing. Our technological innovation has brought us the support of leading Venture Capital Funds from Silicon Valley and Singapore.


Join us and help make the world a safer place! 

Job Overview: 

As the Director of Application Support, you will be responsible for our entire Application Support organization. This is a phenomenal opportunity for someone who has experience building new teams, implementing processes and has experience creating a revenue-based support structure. In this role you will own and drive support outcomes for all Silent Eight customers. You’ll play a pivotal leadership role in defining and maintaining the support team’s metrics and KPI’s and in leading the day-to-day operations of our Support teams.


Location: US Remote; EST preferred


Key Responsibilities:

  • Design and implement the vision and strategy for the Application Support division which includes setting short, mid, and long-term goals, establishing clear SLAs, selecting the right technological tools, and focusing on continuous improvement
  • Holistically understand and plan around the company’s customer portfolio, contractual terms and performance obligations, and how to maximize company revenue from the support perspective
  • Collaborate closely with other senior leaders to ensure Support initiatives are aligned with other organizational objectives and Support is acting with synergy in mind
  • Partner closely with project managers, software engineers, product owners, and other teams to ensure timely solutions, excellent communication, and exemplary service for customers at every touchpoint 
  • Drive a common set of practices and principles for the support team to adhere to including processes related to ticket intake, ticket resolution, customer escalation and incident management
  • Optimize the tier 1 as well as tier II support team that focuses on technical, integration and implementation support
  • Partner with Engineering to quickly and effectively solve for tier 3 issues
  • Implement a governance model for customer accountability within the ticketing system
  • Manage the Support team by setting employee and team goals, providing regular feedback, coaching for growth, and ensure the team remains engaged
  • Work with HR to create headcount plans, effective workflow and organizational design, efficient and quality hiring, training, and onboarding for new employees 
  • Embody a customer-centric culture by advocating for customer needs, building trust-based relationships, and ensuring strong communication


Requirements & Qualifications:

  • Minimum of 10 years of experience in a senior Support role in a SaaS or other type of software company
  • Minimum of 5-7 years of experience managing teams
  • Excellent written and verbal communication skills in English with the ability to present confidently and diplomatically with clients
  • Experience successfully building a team in a high-growth environment
  • Experience in a tech start-up or similar environment
  • Exceptional proactive problem-solving and analytical skills with a focus on solving issues at the root cause
  • Passion for the customer experience

 

Our culture

ESOS 

We offer stock as part of the compensation package, so you can share in the company’s success!

You will be co-creating our business solutions

We believe that your feedback allows us to create the best solutions as well as adjusted work culture. You will have a real impact on the growth of the company and the product we develop. 


Experienced team

We aren’t your run-of-the-mill tech start-up. At Silent Eight, everyone is a leader in their own field with perspective and experience shared across teams and departments.


Development-centric

Because learning never ends, we empower our employees to invest in themselves. We provide a range of resources such as paid Development Days, in-house training, lunch-and-learns, etc. to make sure our employees are continuing to grow each day.  


Team building events

We know that our success is only possible if we work together as a team. We are a group of passionate individuals united by a common mission. Therefore we like to meet together regularly to connect not just as coworkers, but as human beings, whether it’s at an offsite in Dubai or a weekly “Tea Time” to catch up. 


100% remote work forever

We are not new to working remotely. In fact, we’ve been doing it since 2013 and we know how to make you feel supported, connected, and included. We believe that the freedom to choose where you work from is important to finding the journey that is right for you.



Don’t wait! Join our team today! 


Silent Eight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other classification protected by applicable federal, state or local law.

 

* Please include the following statement in your application:

“I hereby give consent for my personal data included in my application to be processed by Silent Eight Pte. Ltd. whose registered office is 3 Church Street, Samsung Hub #25-01, Singapore 049712 for purposes of the recruitment process for the position of Director of Application Support under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and the free movement of such data, and repealing Directive 95/46/WE (General Data Protection Regulation).”

 

We kindly inform you that the above consents can be withdrawn at any time by sending an e-mail to dp@silenteight.com from the e-mail address provided in your application.

 

We will continue to hold and process your data for as long as necessary to consider you for employment and for a reasonable period of time as is necessary for document compliance with local laws in the country where the opportunity is located. You can withdraw your consent at any time and we will delete your data unless continued retention is required for compliance documentation. You have the right to access, correct, modify, update, rectify, request for the transfer or deletion of data, withdrawal of consent or objection.

 

We kindly inform you that only shortlisted candidates will be contacted.

Thank You

Your application was submitted successfully.

  • Location
    New York, New York
  • Department
    Development
  • Employment Type
    Full-Time
  • Minimum Experience
    Executive