Whether it’s a theater performance, a popular spin class, or your favorite podcaster trying to stream, everyone needs help producing dynamic live video.
It’s a complicated and technical process, static webcams no longer cut it, and a proper production crew is an impractical solution.LiveControl has created a video production studio in the cloud.
Our clients install our 4k multi-camera setup into their venue, home, or office, and our team fully produces video entirely in the cloud.
Completely live and with just the click of a button, we can make your graduation speech or home cooking show look like a Netflix special, all for a fraction of the cost of a typical production crew.About The JobThe Director of Technical Support has previous experience managing support teams & implementing support ticketing software & streamlining process around the function.
You love interacting with people, helping them fix their tech issues, and finding joy in building a process around this.
This role primarily manages our rockstar team(s) of Event/Tech Support Specialists + the process & systems for successful TS/CS at LiveControl.Responsibilities:* Lead and direct staff to ensure the team is operating efficiently and providing impeccable customer service to clients, resources, and colleagues* Own the implementation of our support solutions (VOIP/Ticketing/Chat)* Maintain frequent updates/improvements to macros/reporting/etc.
across our support technology solutions* Utilize data, previous experience insights, and industry innovations to implement strategic decisions around support software solutions* Create and enforce standards, SOPs, and documentation* Present data/metrics to Product Leadership on a recurring basis* Recruit, manage, and retain Tech Support Specialists on your team(s)* Manage the team’s schedules and plan for fluctuations in staffing* Develop KPIs & OKRs for the team + hold regular one-on-one meetings* Conduct customer service coaching* Keep strong relationships with our support solutions partners (VOIP/Ticketing/Chat)* Handle urgent after-hours/weekend issues* Perform other duties as assignedRequirements:* 4-5+ years of management experience* Must have strong leadership and technical abilities* Must have a customer-service background, with great attention to detail and excellent verbal and written communication skills* Must be motivated, organized, and work well under pressure* Must be able to work well without direct supervision* Must have a strong sense of urgency and ability to prioritize* Thrives in a fast-paced, diverse, and highly collaborative team environment.Pluses:* Startup experience* You love video and believe it will continue to be an integral part of the way we live our daily lives* You love to define best practices and standard operating procedures* Previous experience working with OBS (Open Broadcaster Software), vMix, or other Video Production/Switching softwaresPerks & Benefits:* Fully paid healthcare including dental, vision, and more* Unlimited PTO* 401(k) plan provided* A focus on learning and growth, we offer annual skill development reimbursements* A fully remote-friendly environment and workflow, work anywhere within the United States* Home office setup stipend* Office HQ based two blocks from the beach in Santa MonicaAt LiveControl, we’re looking for people with passion, creativity, integrity and trust.
You’re encouraged to apply even if your experience doesn’t precisely match the job description.
We’re open to all backgrounds and careers, including those that have taken some extraordinary twists and turns.