Spearheading Global Customer Success

1 week ago


Kottayam, Kerala, India beBeeCustomer Full time ₹ 30,00,000 - ₹ 45,00,000
We're seeking an exceptional leader to spearhead our customer support initiatives for a global SaaS product company. As Director – Customer Support, you will be responsible for building and 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

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

We Offer:

A dynamic work environment, opportunities for growth and development, and a chance to make a meaningful impact on our customers' experiences.



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