Global Customer Support Leader

7 days ago


Rajkot, Gujarat, India beBeeCustomer Full time US$ 1,00,000 - US$ 1,20,000
Director Customer Support Job Summary

We are seeking a highly experienced Director of Customer Support to lead our global customer support teams. The ideal candidate will have extensive experience in managing high-performing teams, driving client satisfaction and retention, and ensuring excellence in ticket resolution.

This role requires a strong leader who can collaborate cross-functionally with product, tech, and delivery teams to drive business growth and customer success.

Key Responsibilities:
  • Lead global customer support teams across multiple 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.
Requirements:
  • 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 big plus.


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