
Director Customer Support
1 day ago
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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