Role
StarCompliance is seeking an experienced and highly motivated Associate Director to lead our UK-based Client Support Services team. This key leadership role is responsible for delivering exceptional support experiences to our global client base while driving operational excellence, technical leadership, and continuous improvement across the support function. Reporting directly to the Head of Client Support Services & Environments, you will lead a team of technical support professionals, champion a culture of accountability and development, and serve as a senior escalation point for complex client and platform issues. The successful candidate will bring a unique combination of strong people leadership, customer focus, and deep technical expertise within SaaS and cloud-based environments. You will be equally comfortable coaching team members, engaging with senior client stakeholders, and leading the investigation and resolution of complex technical challenges.
Responsibilities
- Lead, mentor and develop a high‑performing team of technical support professionals.
- Drive a culture of accountability, collaboration, continuous improvement and customer excellence.
- Act as the senior escalation point for critical client incidents and complex technical issues.
- Partner closely with Product, Professional Services, Relationship Management and Sales teams to ensure effective resolution of customer challenges.
- Oversee support operations, ensuring service levels, response times and customer satisfaction targets are consistently achieved.
- Identify opportunities to improve support processes, tooling, automation and operational efficiency.
- Provide leadership during major incidents, coordinating cross‑functional teams and stakeholder communications.
- Analyze support trends, root causes and service metrics to drive proactive improvements.
- Support strategic initiatives relating to platform reliability, scalability and client experience.
Skills and Experience
- Proven experience leading and developing technical support, service delivery, operations or customer support teams within a SaaS environment.
- Extensive experience managing teams in fast‑paced, high‑growth technology organizations.
- Strong technical background supporting enterprise web applications and cloud‑based platforms, including application hosting and operational support.
- Advanced knowledge of Microsoft SQL Server, SSMS and T‑SQL.
- Strong understanding of incident management, problem management, root cause analysis and service improvement methodologies.
- Demonstrated ability to lead complex technical investigations involving multiple stakeholders and systems.
- Exceptional communication and stakeholder management skills, engaging effectively at all levels.
- Proven ability to coach, mentor and develop individuals while building highly engaged and high‑performing teams.
- Strong organizational and prioritization skills with the ability to manage multiple competing priorities in a dynamic environment.
Minimum Qualifications
Bachelor’s degree or equivalent combination of education and relevant experience.
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