Director, Premier Customer Support

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As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the world is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500, and Fortune 1000 indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration.

Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

• We re launching a premier support model at iPipeline to transform customer value delivery and drive growth. In this leadership role, you ll design and implement a multi-tiered support structure that differentiates our SaaS business. You ll define the vision, build the team, and create premium support tiers that integrate with sales and customer success. It’s a high-visibility, high-impact opportunity for someone who has built tiered support models before and thrives on the challenge of creating something new from the ground up.

• Strategic Leadership
  • Define and execute the vision and roadmap for our Premier Support Business Unit.
  • Design tiered support offerings, SLAs, resourcing, and engagement models for top-tier accounts.
  • Build and launch new workflows, processes, and tools to support premier-level customer engagements.

• Team Building & Management
  • Recruit, onboard, and manage a high-performing team of customer support leads and technical account managers.
  • Foster a culture of accountability, customer-centricity, and continuous improvement.
  • Provide mentorship and career development opportunities across the support organization.

• Operational Excellence
  • Define KPIs and reporting standards to measure the success of premier support (e.g., CSAT, NPS, time to resolution, renewal impact).
  • Develop scalable and flexible staffing models and corresponding budgets, including offshore resourcing, to enable tiered support and scale to a 24/7/365 construct.
  • Implement and optimize support infrastructure, including ticketing systems, knowledge base, and escalation paths.
  • Par…