Chief Customer Advocate

3 days ago

Kannur, Kerala, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 25,00,000

About Our Team

We are seeking an experienced professional to lead our customer support team as a Director Customer Support. This is a high-profile role that requires strong leadership skills, technical expertise, and excellent communication abilities.

Key Responsibilities:

  • Global Customer Support Lead: Lead global customer support teams across US/EMEA time zones, ensuring exceptional customer satisfaction and timely issue resolution.
  • Team Management: Manage L1/L2 teams across multiple locations, driving performance, and development through regular feedback and coaching.
  • KPI Driven: Drive escalation resolution, platform issue troubleshooting, and support KPIs to optimize customer experience and drive business growth.
  • Process Development: Build and implement support SLAs, SOPs, QA metrics, and continuous improvement initiatives to ensure excellence in customer service.
  • Customer Retention: Own customer retention through a customer-first support mindset, focusing on building long-term relationships with customers.
  • Cross-Functional Collaboration: Collaborate cross-functionally with Product, Tech & Delivery teams to align customer support goals with business objectives.
  • Team Growth: Recruit, train, and mentor high-performing support teams to drive success in customer support.

Requirements:

  • Experience: 10+ years in Customer Support or Experience roles for SaaS platforms.
  • Global Enterprise Accounts: Experience managing global enterprise accounts (US & EMEA preferred).
  • DevOps/SaaS Support: Familiarity with DevOps/SaaS support ecosystem.
  • Communication Skills: Excellent English communication and escalation management skills.
  • Data Analytics: Strong skills in KPI management, data analytics & customer engagement.

About You

You will be a highly motivated individual with a passion for delivering exceptional customer experiences. You have a proven track record of leading high-performing teams and driving business growth through customer-centric strategies. If you are looking for a challenging and rewarding role that allows you to make a real impact, we encourage you to apply.

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