Director of Global Customer Support

2 days ago

Chennai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 17,28,000 - ₹ 21,60,000

Job Opportunity: Director of Global Customer Support

We are seeking a highly skilled leader to head our global customer support operations, ensuring exceptional client satisfaction, efficient ticket resolution, and outstanding customer experience across multiple geographies.

Main Responsibilities:

  • Lead high-performing teams in the US and EMEA time zones
  • Manage and mentor L1/L2 teams across various locations, promoting excellence and growth
  • Drive proactive escalation resolution, platform issue troubleshooting, and key performance indicator (KPI) management
  • Develop and implement support service level agreements (SLAs), standard operating procedures (SOPs), and quality assurance metrics
  • Monitor and improve Net Promoter Score (NPS) through continuous improvement initiatives
  • Foster a customer-centric approach to drive customer retention and loyalty
  • Collaborate closely with Product, Technology, and Delivery teams to ensure seamless support and services
  • Recruit, train, and develop high-performing support teams, aligning with business objectives

Requirements:

  • At least 10 years of experience in customer support or similar roles within SaaS platforms
  • Prior experience managing global enterprise accounts, preferably in the US and EMEA regions
  • Familiarity with DevOps/SaaS support ecosystem and related tools
  • Excellent English communication and escalation management skills
  • Strong background in KPI management, data analytics, and customer engagement strategies
  • Hospitality SaaS experience is highly valued

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