Job description
At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Job Description
So, what’s the role all about?
We are seeking a dynamic and experienced Director of First Line Support (FLS) to lead our 24x7 FLS support operation. This role is critical as the first point of contact for our global customer base, ensuring exceptional service delivery and operational excellence. The ideal candidate will be a strategic leader with a passion for customer success, talent development, and continuous improvement.
What you will be doing?
Leadership & Strategy
- Lead and manage a 24x7 First Line Support team providing global coverage.
- Define and execute the FLS strategy aligned with overall support and business goals.
- Serve as the escalation point for critical customer issues and ensure timely resolution.
Talent Acquisition & Development
- Recruit, onboard, and retain top-tier support talent.
- Design and implement training programs focused on technical skills, product knowledge, and support processes.
- Foster a culture of learning and career progression, positioning FLS as a feeder team for other support functions.
Operational Excellence
- Ensure consistent, high-quality customer interactions across all channels (email, chat, phone, ticketing).
- Monitor and report on key performance indicators (KPIs) such as response time, resolution time, CSAT, and SLA adherence.
- Drive process improvements and automation to enhance efficiency and scalability.
Collaboration & Communication
- Work closely with Product, Engineering, and Tier 2⁄3 Support teams to ensure seamless issue escalation and resolution.
- Provide regular updates to senior leadership on team performance, challenges, and opportunities.
- Represent the voice of the customer in internal discussions and initiatives.
Have you got what it takes?
- 10+ years of experience in technical support or customer service, with at least 5 years in a leadership role.
- Proven experience managing global, 24x7 support operations.
- Strong background in hiring, training, and developing high-performing teams.
- Excellent communication, interpersonal, and stakeholder management skills.
- Familiarity with support tools (e.g., Zendesk, ServiceNow, Salesforce) and ITIL best practices.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
Preferred Attributes:
- Experience in a SaaS or technology-driven environment.
- Ability to thrive in a fast-paced, high-growth, and customer-centric organization.
- Passion for mentoring and growing future leaders.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 7353
Reporting into: Vice President, Support
Role Type: People Manager
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
