Global Customer Support Director

16 hours ago

Hubli, Karnataka, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 25,00,000
Customer Support Leadership Role

Job Description:

We are seeking an experienced leader to head our global customer support function. The successful candidate will lead high-performing teams across geographies and drive excellence in client satisfaction, ticket resolution, and customer experience.

The ideal candidate will have a proven track record of managing global enterprise accounts, leading cross-functional teams, and driving business growth through strategic partnerships.

Key Responsibilities:

  • Lead global customer support across multiple time zones.
  • Manage L1/L2 teams across various 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 successful candidate will possess the following skills and qualifications:

  • 10+ years of experience in customer support or experience roles for SaaS platforms.
  • Experience managing global enterprise accounts (US & EMEA preferred).
  • Familiarity with DevOps/SaaS support ecosystem.
  • Excellent English communication and escalation management.
  • Strong in KPI management, data analytics & customer engagement.
  • Hospitality SaaS experience is a plus.

Benefits:

The ideal candidate will enjoy a competitive salary, bonus structure, and comprehensive benefits package.

Others:

The role offers opportunities for professional growth, networking, and contributing to a dynamic team.

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