Director of Support Services

Location: Dubai, UAE

Reports to: Chief Technology Officer (Atlanta, GA)

Who are we and what do we do?

Edible Brands® is an innovative, Atlanta-based company that acquires, develops, and manages a world-class portfolio of consumer and service brands. From our flagship brand, Edible Arrangements®, to the diverse portfolio under our umbrella—including Rōti Modern Mediterranean®, edible.com®, edibles.com™, freshfruit.com™, and BerryDirect®— we’ve revolutionized the way people experience food .

By combining exceptional products with cutting-edge e-commerce platforms, proprietary software, and a robust supply chain, we create memorable and accessible experiences for customers across the globe. As a dynamic, forward-thinking company, we are constantly evolving to deliver high-quality, innovative solutions that resonate with our customers and franchisees worldwide.

Purpose

We are looking for a sharp, systems -minded Director of Support Services to lead and scale our global technical support operations. This role is responsible for managing the resolution of complex technology issues faced by both internal teams and external business partners. The ideal candidate brings a balance of operational leadership, technical aptitude, and customer-first thinking. You will build a team and framework that ensures fast, reliable, and high-quality support for everything from platform issues to store-level tech disruptions. This is a mission-critical role at the center of keeping our operations and our partners running smoothly.

Location Requirements: This role is based in Dubai, United Arab Emirates

Responsibilities

• Build and lead a world-class technical support team that supports internal users (e.g., store teams, field ops) and external business stakeholders (e.g., franchisees, vendors, partners).
• Own the technical support function across all core platforms, tools, systems, and devices used in the business.
• Define and track KPIs, SLAs, and escalation protocols to drive performance, accountability, and service excellence.
• Lead triage and resolution of technical incidents, system bugs, connectivity issues, and software performance problems.
• Create clear documentation, support guides, and knowledge base content to drive self-service and reduce support volume.
• Establish support workflows, routing systems, and ticketing structures using tools like Zendesk or Jira Service Management.
• Partner with Product, Engineering, and IT teams to share user feedback and surface recurring issues for resolution at the source.
• Manage high-severity incidents with professionalism, ensuring timely communication, containment, and root cause follow-up.
• Ensure 24/7 coverage models where appropriate to support store and business operations.
• Build and deliver training for frontline teams and stakeholders to improve support efficiency and platform literacy.
• Foster a culture of ownership, responsiveness, and continuous improvement within the support organization.
• Communicate trends, insights, and key metrics regularly to executive leadership.
  
  

Experience And Qualifications

• 8 or more years of experience in technical support, IT operations, or platform support roles, including at least 3 years in a leadership position
• Experience supporting both internal users and external business partners with complex platform, network, and software issues
• Strong understanding of modern support tools and platforms (e.g., Zendesk, Jira)
• Familiarity with cloud-based systems, POS platforms, SaaS environments, and enterprise tech stacks
• Track record of leading high-performing teams in fast-paced, high-growth environments
• Excellent analytical and troubleshooting skills with a strong service orientation
• Clear, confident communicator who can translate technical issues into business language
• Strong collaboration skills with ability to work cross-functionally across product, engineering, IT, and field teams
• Experience developing support processes, playbooks, and incident management protocols from the ground up
• Ability to manage and prioritize multiple streams of work while remaining calm under pressure
• Bachelor's degree in information systems, computer science, or a related technical field preferred
  
  

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.