Director, NA L3 Customer Support

About Centric Software:

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.

Director, NA L3 Customer Support

Location:

North America (Remote or Hybrid within close proximity to Centric HQ)

Reports To:

VP, Global Customer Support

At Centric Software we embrace our customers. Their success is in lock step with our success. As the Director, North America Level 3 Support, you will lead the technical escalation team responsible for resolving the most complex customer issues within the region. You are accountable for ensuring the L3 Support team functions as the customer facing POC for all issues escalated to their queue, driving through to closure.

You will work closely with Level 1 and Level 2 Support teams to ensure a seamless escalation process and world-class customer experience. This role requires deep technical expertise, strong leadership, and a proactive approach to problem-solving. You will also focus on regional talent development and operational excellence while ensuring alignment with global support strategies.

• Leadership and Strategy:
  Lead and develop a team of highly skilled Level 3 support engineers across North America. Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times. Drive adoption of global Level 3 Support best practices while tailoring them to regional needs. Act as the primary escalation point for critical customer issues within the region, ensuring timely resolution and high customer satisfaction.
  
  Develop and mature regional talent through mentoring, training, and career development programs.
• Technical Expertise & Problem Solving:
  Lead the investigation and resolution of the most critical and technically complex customer incidents affecting both private cloud and on-premise deployments. Go hands-on to contribute to the troubleshooting effort (as needed) with escalated customer issues, potentially owning tickets from start to finish. Ensure effective collaboration with the regional Level 1 and 2 Support teams to streamline escalations and improve customer resolution times.
  
  Drive adoption of global Level 3 Support best practices while tailoring them to regional needs. Collaborate with Cloud Operations and R&D to ensure optimal system performance, scalability, and uptime for hosted environments.
• Customer
  
  Experience:
  
  Assist Level 1 & 2 Support regional leaders with customer engagement on high priority issues. Engage directly with users and senior leaders at strategic / high-value customers, acting as a technical advisor to build trust and ensure long‑term satisfaction on elevate issues. Contribute to the Root Cause Analysis (RCA) effort by providing deep technical breakdown of incident causes.
• Operational Excellence:
  Monitor key performance indicators (KPIs), including resolution time, case backlog, and customer satisfaction scores, to measure team effectiveness within the region. Optimize regional resource allocation to ensure efficiency while meeting SLAs. Recommend automation and efficiency improvement opportunities to senior leadership. Provide regular reporting and insights on support trends to senior leadership. Lead post‑mortem reviews of major incidents to identify areas for operational and product improvement.
• Cross Functional
  
  Collaboration:
  
  Work with the Sr. Director, Global L3 Customer Support to advocate for necessary…