
Global Customer Support Leader
3 days ago
Job Title: Director - Customer Support
We are seeking an accomplished leader to head our global customer support operations. This individual will be responsible for overseeing high-performing teams across multiple geographies, ensuring excellence in client satisfaction and ticket resolution.
Key Responsibilities:
- Lead global customer support teams
- Manage cross-functional teams and implement efficient processes
- Drive escalation resolution and platform issue troubleshooting
- Develop and maintain support SLAs, SOPs, and QA metrics
- Foster a culture of continuous improvement and exceptional customer experience
- Collaborate with Product, Tech & Delivery teams to drive strategic initiatives
Requirements:
- 10+ years of experience in customer support or equivalent roles for SaaS platforms
- Proven track record of managing global enterprise accounts (US & EMEA preferred)
- Strong understanding of DevOps/SaaS support ecosystem and related technologies
- Excellent communication and escalation management skills
- Ability to manage KPIs, data analytics, and customer engagement strategies
- Hospitality SaaS experience is a plus
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