Director of Customer Support

Join us on the journey to help build the world using applied robotics and AI!

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact.

It's a captivating time to be part of our journey – here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

Novarc Technologies is looking for a Director of Customer Support to join our growing team and support the production of our cobots.

As a Director of Customer Support you will be responsible for leading the global customer support function within the organization, ensuring the delivery of an exceptional customer experience, and driving the success of customer service operations.

The ideal candidate will have a proven track record in leading and scaling customer support teams, creating operational efficiencies, and developing customer-focused strategies in a fast-paced robotics environment. This role requires strong leadership capabilities, strategic thinking, and a hands‑on approach to overseeing the customer support function on a global scale.

The Director will work closely with senior leadership, the Director of Welding Operations, and cross-functional teams to drive customer satisfaction, streamline service delivery, and implement innovative solutions for the business.

This role is a managerial escalation point, not a technical one. The Director will be minimally involved in the direct troubleshooting, diagnosis, or resolution of customer service tickets or technical issues, deferring these matters to the Support team and support team leads.

• Strategic Planning & Leadership:
• Develop and implement a global customer support strategy aligned with company objectives.
• Lead and mentor a diverse, high-performing team, fostering a collaborative, curious, customer‑first mindset.
• Lead efforts to develop contingency plans and crisis management strategies for high‑risk scenarios.
• Global Expansion & Team Building:
• Recruit and build a high‑performing, diverse, and globally distributed team by hiring, contracting, training, and developing the best talent across regions.
• Implement training and development programs that ensure the team is well‑equipped with the knowledge and skills to manage a wide range of customer service challenges.
• Establish clear performance expectations and provide regular feedback, coaching, and support to ensure team members are growing professionally and delivering the highest level of customer service.
• Customer Support Infrastructure & Operations:
• Oversee and develop a scalable customer support infrastructure, including CRM, ticketing systems, and field operations.
• Leverage data‑driven insights and adopt new technologies (AI, chatbots, etc.) to improve efficiency and customer satisfaction.
• Ensure that customer service teams are equipped with the tools and knowledge to resolve issues quickly and efficiently, reducing installation and service time while improving customer satisfaction.
• Develop, track, and analyze key performance indicators (KPIs) to monitor and improve customer satisfaction, response times, resource use, and service efficiency, and use this data to guide operational decisions.
• Budgeting & Financial Management:
• Manage the customer support budget, balancing cost control with investments in service enhancements and technology.
• Use budgets and actual cost analysis to understand the overall margin on field work.
• Quality, Compliance & Continuous Improvement:
• Ensure adherence to Quality, Health, Safety, and Environmental (HSE) standards in all customer support and field operations.
• Proactive Customer Engagement & Cross‑Functional
  
  Collaboration:
• Build and maintain relationships with service providers as necessary to supplement gaps in the internal structure.
• Collaborate with engineering and product teams to…