Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.
Job Description:
The Senior Director, Global Support will report to the VP of Global Support and will work closely with the extended support leadership team creating our cloud capabilities to align with Elite’s SaaS objectives. The role will be responsible for providing strategic and tactical direction, defining and implementing new processes to help Elite continue to become SaaS ready, and will be responsible for driving the team’s performance by meeting key KPIs defined by the VP, Global Support, and the Executive Leadership team. This role will also be responsible for operational activities that improve cloud service and help us proactively and successfully maintain our client’s cloud systems.
Work Arrangement: Remote
This role requires the individual to be based in Flexible across U.S. time zones.
What You’ll Do:
- Depending on geographic location and people leadership experience, the role may serve as a regional leader for Elite Support.
- Work cross functionally with key stakeholders to define support Cloud processes and ensure adherence to cloud service level agreements.
- Regularly meet with customers to build relationships and manage escalations that arise.
- Apply both institutional knowledge and industry best practices to help define the future strategy for how we will globally support our SaaS products.
- Define and share key performance metrics per SaaS product and get alignment across product support teams.
- Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels.
- Provides direction for Technical Account Managers and facilitates programs that help seamlessly transition newly live cloud clients to a smooth live Production operations
- Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives tied to improving our cloud readiness posture.
- Coordinate global best practice cloud focus in the areas of case management, escalation management and customer service with Principal Analysts and senior level team members to increase customer satisfaction and employee engagement.
- Actively monitors cloud servicing quality levels, communicates opportunities for improvement, and collaborates with support leaders to improve service levels.
- Acts as a key stakeholder to pursue Salesforce enhancements that educate support team members on cloud, contribute to better customer satisfaction and more timely case resolution for cloud support.
- Collaborative, flexible, and creative, leveraging AI-driven insights and automation to deliver best-in-class SaaS support with resourcefulness and innovation.
- Perform other duties as assigned to support departmental and company objectives.
What You’ll Need:
- Bachelor's Degree in Business, Information Systems or equivalent experience.
- 9–12 years of experience in technical, financial, operational and/or related customer support service experience.
- 8+ years supervisory or management experience.
- Ability to analyze data to determine root cause of issues.
- Builds, maintains and strengthens cross functional relationships.
- Excellent organizational, time management, written and verbal communication skills.
- Structured problem solver with a commitment to operational excellence, with the ability to manage a wide range of key projects and initiatives simultaneously.
- Strong leadership skills in a fast- paced, high demand environment.
- Ability to travel up 10–25% as business needs required.
- Role requires the following physical capacity: Sedentary: primarily desk/computer work.
- Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.
Benefits:
- Competitive Compensation Package ($195,000 - $220,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
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