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1 week ago
Our company is seeking a seasoned customer support leader to drive strategic growth across global enterprise clients.
Job OverviewThe Director of Customer Support will lead high-performing teams worldwide, fostering exceptional client satisfaction, swift issue resolution, and unparalleled customer experiences.
Main Responsibilities:- Promote customer-centric strategies, ensuring seamless cross-functional collaboration with Product, Tech, and Delivery teams.
- Develop and implement innovative support solutions, SLAs, SOPs, and QA metrics to elevate customer retention and loyalty.
- Leverage data-driven insights to inform business decisions, optimize KPIs, and enhance the overall customer journey.
- A minimum of 10 years' experience in Customer Support or related roles for SaaS platforms.
- Proven track record of managing global enterprise accounts, with a strong emphasis on US and EMEA markets.
- Familiarity with DevOps/SaaS support ecosystems and proficiency in KPI management, data analytics, and customer engagement.
- Excellent English communication and escalation management skills are essential.
We are particularly interested in candidates with hospitality SaaS experience, as this aligns with our core business goals.
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