Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.
Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.
With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!
How you will make an impact:
The Director of Technical Support will oversee a team of Senior Technical Support Specialists focused on the Premier Support cohort of accounts. It is a great opportunity for someone with an aptitude for management, customer happiness and technology to drive continuous improvement and world-class customer satisfaction in a high-performing support organization. We believe in a strong, friendly values-first culture, and our leaders are key to building and maintaining that culture.
One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.
In this role you’ll get to:
- Lead a team of Senior Technical Support Specialists and frontline managers whose top priority is to ensure high-value Enterprise and Strategic customers experience the highest level of satisfaction.
- Partner with the Customer Success team by participating in critical account escalations and serving as a trusted contact for Iterable’s most high-value customers.
- Oversee all operations of the Premier Support team, including account assignments, resource allocation, and rules of engagement
- Provide cascading mentorship to frontline managers to strengthen the support team from the top down
- Distill business goals into business-critical initiatives and projects, and drive those initiatives to completion.
- Assume responsibility for all elements of team development, including hiring, training, performance management, and the career growth of each team member
- Work cross-functionally with Product and Engineering, to address a variety of customer needs.
- Participate in the management of Iterable’s support tool stack
- Be an Iterable product expert
- Assist the team in answering the most complex customer questions
- Define, track and report on key performance metrics to determine support effectiveness and efficiency
We are looking for people who have:
- 5+ years of team building and management experience
- Extensive experience working with high-ARR ($500k+) customers
- Demonstrated history of hiring and managing phenomenal talent
- An empathetic, people-first management style
- Passion for startups, software, and SaaS products
- Strong communication and interpersonal skills
- An ability to solve complex technical problems
- Experience conceptualizing and executing key projects and initiatives
Bonus Points:
- Previous experience in a technical customer-facing role with a SaaS organization (such as technical support, sales engineer, solutions consultant or implementation consultant)
- Knowledge of or experience in customer engagement or growth marketing channels such as email, SMS or push notification
- Familiarity with technologies like APIs, HTML, CSS, and Javascript
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
The US base salary range for this position at the start of employment is $144,000 - $205,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
Recruitment Disclaimer:
Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not:
- Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.
- Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
- Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.
You may see all job vacancies on our official Iterable channels:
- Official Iterable website, Careers page: https://iterable.com/careers/
- Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/
Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at [email protected] upon receiving a suspicious job offer.
Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.
Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.
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Iterable Denver, Colorado, USA Office
1700 Broadway, Denver, CO, United States, 80290
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