Director Training & Support

Director Of Training & Support

Higharc is seeking an accomplished Director of Training & Support to own the full post-sale enablement experience: world-class technical support + scalable customer education that accelerates time-to-value, drives adoption, and reduces churn. This role reports directly to the VP of Adoption.

You'll lead Higharc's Support and Training organization, owning the end-to-end post-sale experience that drives customer confidence, adoption, and long-term success. This includes scaling global technical support operations, designing high-impact onboarding and customer education programs, and building a modern learning ecosystem (on-demand, live, and certification-based) for both customers and internal teams. You'll define the strategy, operating model, and KPIs for support and training, partner closely with Product and Engineering to turn customer feedback into product improvements, and ensure Higharc's customers realize value faster as the platform evolves.

Expect to:

• Lead Support and Training strategy across time zones through organization design, escalations paths, coverage models, and operating cadence
• Develop a High-Performing Team: Recruit, hire, train, and manage a team of training and support professionals who will become experts in the Higharc platform
• Foster a culture of accountability, continuous improvement, and professional development
• Work closely with the VP of Adoption to ensure alignment with the broader business strategy
• Partner with the Product team to advocate for the voice of the customer and provide actionable feedback on platform functionality
• Design onboarding programs that reduce implementation time and increase early adoption
• Build role-based learning paths for admins, power users, and everyday users, driving ongoing adoption through enablement campaigns

You're an expert Support and Training leader who understands the need to focus on not just the training path, but the data collection and analysis that will help us scale our customers to be as self sufficient as fast as possible.

You have:

• 10+ years in Support, Training, Enablement, or Customer Education in SaaS/technology, with 5+ years leading teams
• Strong understanding of B2B SaaS delivery models, onboarding motions, and customer lifecycle
• Hands-on experience with LMS / e-learning tools and building structured learning programs
• Experience building certification programs and credentialing
• Excellent leadership, communication, and cross-functional influence across Product, Engineering, Sales, and CS

A major plus if you also bring:

• Passion for and/or experience in AEC tech or Homebuilding specifically

Working at Higharc

Higharc has been remote first since our founding in 2018. We offer flexible hours so you can do your best work without missing out on life. Higharc offers competitive salaries with significant equity, in a fast-growing, well-funded company. Personal healthiness is an important value for us- we provide comprehensive medical, dental, and vision coverage, with unlimited PTO, and meaningful maternity/paternity leave to all U.S based employees that are full-time. You'll also have access to other big-company benefits such like short and long-term disability plans and a 401K. Haven't worked remotely before? We provide a stipend to create the ideal home office.