Global Customer Support Strategist

1 week ago


Vellore, Tamil Nadu, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

We are seeking a seasoned leader to spearhead our global customer support initiatives. As a Director of Customer Support, 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:

• 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

• Hospitality SaaS experience is a plus

Benefits:

• Opportunity to work with a global SaaS product company

• Collaborative and dynamic work environment

• Professional growth and development opportunities



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