Director, Technical Experience

Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.   Who We AreIntradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.   What We DoOur platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.   How We WorkWe solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.   Our CultureWe’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.   Our Values We encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:   Servant's Heart—We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives. Craftsman's Attitude—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick). Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers. Your Role Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals. Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator. Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership. Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions. Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction a...