Global Support Services Director

23 hours ago


Mysore, Karnataka, India beBeeCustomerSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Director – Customer Support Opportunity

We are seeking an experienced leader to drive the development and delivery of exceptional customer support services.

Key Responsibilities:
  • Lead global customer support across multiple time zones
  • Manage cross-functional teams across various locations
  • Drive efficient escalation resolution, platform issue troubleshooting, and support performance metrics
  • Develop and implement comprehensive support service level agreements (SLAs), standard operating procedures (SOPs), and quality assurance metrics
  • Manage net promoter score (NPS) ratings and foster a culture of continuous improvement
  • Own customer retention through a customer-centric support mindset
Requirements:
  • At least 10 years of experience in customer support or related leadership roles for software as a service (SaaS) platforms
  • Experience managing large-scale enterprise accounts with global presence (US and Europe preferred)
  • Knowledge of DevOps/SaaS support ecosystems and best practices
  • Excellent English communication and conflict resolution skills
  • Strong proficiency in key performance indicator (KPI) management, data analysis, and customer engagement strategies


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