Director, Technical

Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences
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Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.

What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.

How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.

Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.

Our Values

We encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

Servant's Heart
—We believe in caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.

Craftsman's Attitude
—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).

Growth Mindset
—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.

Note:

Intradiem does not use artificial intelligence (AI) or automated decision-making technology to make hiring decisions. While we use technology tools to record and transcribe interviews for better note-taking, all employment decisions—from initial resume review through final hiring—are made by human team members. Applications are reviewed and evaluated by our People Team and hiring managers, ensuring our People-First approach is reflected in every step of our candidate experience.

Your Role

This is a working director role. You will lead Intradiem's Technical Support organization and stay close to the work: aware of what is moving through the queue, present on critical incidents, and in front of customers when it matters. You will report to the SVP, Implementation Experience, alongside Technical Delivery and the PMO, and own the customer experience from go-live through steady-state support.

• Set the direction for Technical Support and run it day to day, aligning the team with company objectives and CX goals.
• Own the support operating model, including case routing, swarming, escalation paths, and staffing coverage, to improve service delivery, efficiency, and scalability.
• Lead the AI transformation of Technical Support, leading the selection, piloting, and rollout of AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and raise the quality of customer interactions.
• Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics.
• Own the support experience through the migration to our Harmoniq platform in 2027, tracking support…