
Global Support Services Director
23 hours ago
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
- 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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Senior PostgreSQL Support Engineer
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