
Global Customer Support Leader
3 days ago
We are seeking a highly experienced and skilled professional to lead our global customer support function.
This is an exceptional opportunity for a talented individual to take charge of our customer support teams across multiple locations and geographies.
The ideal candidate will have a strong background in customer support, excellent leadership skills, and the ability to drive results-oriented initiatives.
About the RoleThis role involves leading high-performing teams across US/EMEA time zones, managing L1/L2 teams across multiple locations, driving escalation resolution, platform issue troubleshooting, and support KPIs.
You will be responsible for building and implementing support SLAs, SOPs, QA metrics, and managing NPS scores.
Your focus will be on customer retention through a customer-first support mindset and collaborating cross-functionally with Product, Tech & Delivery teams.
You will also recruit, train, and mentor high-performing support teams.
Requirements- 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
This role offers a unique opportunity to work with a global SaaS product company in the hospitality domain.
You will be part of a dynamic team that values innovation, collaboration, and customer satisfaction.
We offer a competitive salary package and opportunities for growth and development.
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