Senior Global Customer Support Manager

4 days ago


Ellore, Andhra Pradesh, India beBeeCustomerSupport Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Description:

We are seeking a seasoned professional to lead our global customer support efforts. As a key member of our team, you will be responsible for leading high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.

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
Required Skills and Qualifications:

The ideal candidate will have 10+ years of experience in Customer Support / Experience roles for SaaS platforms, with experience managing global enterprise accounts (US & EMEA preferred), and familiarity with DevOps/SaaS support ecosystem.



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