Compudopt is a national non-profit organization that aims to provide technology access and education to under-resourced youth and their communities. We are seeking a strategic and hands-on Director of Technical Support – Call Center to lead and evolve our client support infrastructure. This role is critical in ensuring our community receives exceptional service, timely technical support, and a compassionate experience that aligns with our values. This full-time position is critical to the success of our organizational operations, our ability to support programs, and to serve households throughout the US. This full-time position reports to the Chief Experience Officer. This is a remote position that can be based anywhere in the continental US.
The Director of Technical Support-Call Center must act with integrity, be committed to achieving organizational goals, take responsibility for mission achievement, demonstrate accountability by starting with yes, and demonstrate the ability to inspire, grow, and motivate others.
Major Job Responsibilities and Duties:
Leadership & Strategy:
- Lead and develop the Technical Support and Call Center Operations team to ensure high-quality service delivery and customer satisfaction.
- Design and implement scalable support strategies aligned with organizational goals and resource constraints.
- Create a framework of internal and external processes to measure the Center’s effectiveness, ranging from call agent quality controls to customer resolution satisfaction.
- Develop strategies to improve client satisfaction through better service, faster response times, and increased transparency.
- Collaborate with cross-functional leaders to ensure the support operation aligns with mission-driven programming and technology needs.
- Collaborate with IT and engineering teams to ensure seamless escalation protocols and issue resolution.
- Act as the point of escalation for Tier 3 support.
Operations & Optimization:
- Oversee the day-to-day operations of the support center, ensuring timely response, issue resolution, and user satisfaction.
- Analyze service performance data to identify trends, areas of improvement, and implement process enhancements.
- Develop and maintain documentation, knowledge bases, standard operating procedures (SOPs) and training materials for staff and end-users.
- Develop and maintain knowledge bases, SOPs, and documentation to support Tier 1–Tier 3 support workflows.
- Ensure the call center can support technical troubleshooting for hardware, software, and networking issues.
Team Management & Development:
- Oversee staffing models, scheduling, and workforce planning to meet volume demands and service level expectations.
- Recruit, train, mentor, and evaluate a high-performing support team.
- Foster a culture of accountability, empathy, and continuous improvement.
- Develop performance metrics, training programs, and recognition strategies to support staff growth.
- Foster a continuous learning environment with technical certifications and product training.
- Facilitate mid-year and annual performance evaluations in alignment with organizational guidelines and timelines.
Stakeholder Engagement:
- Serve as the primary liaison between the support team and internal departments, ensuring transparency and effective collaboration.
- Regularly report KPIs and insights to leadership and recommend improvements.
- Ensure that support practices are inclusive, culturally sensitive, and accessible to diverse communities served.
- Provide strategic input on product improvements based on customer feedback and technical issue trends.
- Perform other job-related duties as assigned.
Qualifications:
Required:
- Associate degree within an IT focus area
- 5+ years of progressive experience in technical support, help desk, or call center environments, with 3+ years in a leadership role.
- Proven experience leading small-to-mid-sized teams and scaling support operations in mission-driven or resource-constrained environments.
Preferred:
- Bachelor’s degree in business, Information Systems, or related field (or equivalent experience).
- CompTIA A+ Certification
- 7-10 years of progressive experience in technical support, help desk, or call center operations.
- Previous knowledge of Zendesk and DialPad platforms
- Experience in a non-profit, education, or social services setting.
- Familiarity with accessibility standards, digital inclusion, or serving vulnerable populations.
- Bilingual (English/Spanish)
Special Knowledge/Skills:
- Familiarity with cloud technologies, SaaS platforms, data-driven decision-making and fluency with dashboards, metrics, and reporting tools.
- Strong interpersonal and communication skills
- Eager to work in a fast-paced, small nonprofit environment with the opportunity to work across all departments and locations.
- Strong analytical, communication, and project management skills.
- Passion for customer service, team development, and organizational mission.
- Proficiency in helpdesk systems, CRM software, and performance monitoring tools.
- Collaborative, results-oriented, positive, and energetic team player who is highly organized, detail-oriented with excellent problem-solving skills.
- Commitment to the mission and values of the non-profit sector.
Compudopt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Compudopt complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary is one component of Compudopt’s total compensation package, which also includes:
- Employer paid medical contributions up to $7015.20 annually.
- Employer paid short-term disability and basic life insurance.
- Two fully paid medical plan options for employee-only coverage.
- Up to 4% 401K employer match
- Generous, above-market leave policies including 17 company-paid holidays, 80 hours minimum of PTO, (and 48 hours of paid sick leave each calendar year with increases from 3 years of service and longer).
This position is subject to successfully passing a reference and a background check.
