Director Customer Support

1 day ago


Belgaum, Karnataka, India Skyleaf Consultants LLP Full time

We're Hiring: Director – Customer Support (Global SaaS | US Shift)

Location: Noida (Must support US time zone)

Experience: 10+ Years | Global SaaS Industry

Are you an empathetic and data-driven leader who can build world-class support functions for global enterprise clients?

We are seeking a Director – Customer Support for a global SaaS product company (hospitality domain), leading high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.

Key Responsibilities:

Lead global customer support across US/EMEA time zones

Manage L1/L2 teams across multiple locations

Drive escalation resolution, platform issue troubleshooting, and support KPIs

Build and implement support SLAs, SOPs, QA metrics

Manage NPS scores and drive continuous improvement initiatives

Own customer retention through a customer-first support mindset

Collaborate cross-functionally with Product, Tech & Delivery teams

Recruit, train, and mentor high-performing support teams

What We're Looking For:

10+ years in Customer Support / Experience roles for SaaS platforms

Experience managing global enterprise accounts (US & EMEA preferred)

Familiar with DevOps/SaaS support ecosystem

Excellent English communication and escalation management

Strong in KPI management, data analytics & customer engagement

Hospitality SaaS experience is a big plus

Rohit Raj

Apply Now: rohit@skyleaf.global



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