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

Job Summary

:

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.

Key Responsibilities

*Leadership and Strategy:*

* Lead and develop a team of highly skilled Level 3 support engineers across North A