
Global Support Excellence Leader
22 hours ago
Are you a results-driven leader with experience in managing global customer support teams? We are seeking a Director – Customer Support for our hospitality domain, leading high-performing teams across geographies while ensuring excellence in client satisfaction and customer experience.
Job Description:
As a Director – Customer Support, you will be responsible for leading the global customer support function, driving escalation resolution, platform issue troubleshooting, and support KPIs. You will also build and implement support SLAs, SOPs, QA metrics, and manage NPS scores. Your focus will be on owning customer retention through a customer-first support mindset and collaborating cross-functionally with Product, Tech & Delivery teams.
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
Requirements:
- 10+ years of experience in Customer Support / Experience roles for SaaS platforms
- Experience managing global enterprise accounts (US & EMEA preferred)
- Familiarity with DevOps/SaaS support ecosystem
- Excellent English communication and escalation management skills
- Strong KPI management, data analytics, and customer engagement skills
- Hospitality SaaS experience is a plus
What We Offer:
A challenging role with opportunities to grow and develop your skills in a fast-paced environment.
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