Customer Support Director

About UltaHost

UltaHost is a fast growing global web hosting provider, delivering high performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.

About the Role

The Customer Support Director will be responsible for the strategic and operational leadership of all technical support teams across the organization. This role goes beyond daily operations and requires building scalable structures, optimizing workforce planning, driving performance excellence, and ensuring world class customer experience across all support channels. You will oversee team performance, workforce planning, shift structures, quality assurance, escalation management, policy creation, and cross departmental alignment, ensuring both customer satisfaction and internal team engagement at scale. It is a high impact leadership role that directly influences retention, brand reputation, and operational efficiency.

Key Responsibilities

• Strategic Leadership & Organizational Management
  Lead and manage all Customer Support Managers, Team Leads, and Support Specialists.
  Define and execute the global support strategy aligned with company growth objectives.
  Design scalable support structures to support business expansion.
  Establish clear KPIs and accountability frameworks across all support layers.
• Operational Excellence
  Oversee day to day global support operations across all channels (tickets, live chat, etc.).
  Ensure optimal queue management, SLA compliance, and resolution efficiency.
  Design and manage shift structures to ensure 24/7 coverage and efficiency.
  Determine workforce planning needs based on growth forecasts and workload analysis.
  Lead high level escalations and critical incident management processes.
• Performance Management & Analytics
  Define, track, and analyze key metrics including CSAT, FCR, AHT, SLA adherence, backlog trends, and retention indicators.
  Use data driven insights to continuously improve performance and service quality.
  Implement structured performance evaluation systems and continuous coaching frameworks.
  Establish quality assurance standards for customer communication and technical resolution.
• Process Development & Quality Assurance
  Develop, implement, and maintain support policies, SOPs, and best practices.
  Standardize customer communication quality and support content standards.
  Ensure consistency and excellence in customer interactions across all teams.
  Identify process inefficiencies and implement automation and tooling improvements.
• Cross Department Collaboration
  Collaborate closely with Infrastructure, Engineering, Product, Billing, and Sales teams.
  Ensure seamless escalation paths and issue resolution workflows.
  Contribute to system testing, business requirement definition, and service improvement initiatives.
  Support infrastructure availability by coordinating effectively with engineering leads.
• Culture & Team Development
  Build a high performance, accountability driven support culture.
  Drive employee engagement, retention, and career path development.
  Create leadership pipelines within the support organization.
  Foster continuous improvement through feedback loops and post incident reviews.

Qualifications

• 4+ years of leadership experience in Technical Support or Customer Support Operations (preferably within web hosting, cloud, or infrastructure services).
• Proven experience managing multi layered support organizations (Managers, Team Leads, Specialists).
• Strong experience in workforce planning, shift management, and operational scaling.
• Demonstrated success in improving KPIs and optimizing support performance.
• Advanced English proficiency (written and verbal) with strong ability to communicate technical concepts clearly.
• Strong analytical mindset with experience using performance data to drive decisions.
• Experience building policies, SOPs, and structured operational frameworks.
• Proven professional experience within web hosting, cloud infrastructure, SaaS, or related technology driven environments, with a strong understanding of service reliability, scalability, and customer lifecycle management.

Technical Knowledge

• Strong understanding of web hosting infrastructure and server environments.
• Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, WHMCS.
• Knowledge of domain technologies, DNS systems, and domain extensions.

What We're Looking For

• A strategic thinker who can scale operations, not just manage them.
• A data driven leader who makes measurable impact.
• A culture builder who inspires high performance.
• A hands on executive who understands technical environments.
• A problem solver who thrives in fast paced, high growth companies.

What We Offer

• Be part of a rapidly growing global technology company.
• Lead and shape a high impact, customer facing organization.
• Influence company wide performance and customer retention.
• Work in a dynamic, performance driven environment.
• Competitive salary package.

Job Details

Role Level: Mid Level Work Type: Full Time Country: United Arab Emirates City: Dubai

Company Website:

Job Function: Customer Service Company Industry: Technology, Information & Internet, IT System Operations & Maintenance, Software Development