
Global Customer Support Strategist
1 week ago
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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