
Customer Experience Leadership
20 hours ago
Building a world-class customer support function for global enterprise clients is at the heart of this leadership role. We're looking for an empathetic and data-driven leader who can drive excellence in client satisfaction, ticket resolution, and customer experience across multiple time zones.
Job SummaryThis Director – Customer Support position is responsible for leading high-performing teams across geographies while ensuring exceptional customer support, ticket resolution, and customer retention through a customer-first mindset.
About the Role- Lead global customer support operations across multiple time zones.
- Manage L1/L2 teams across multiple locations to ensure seamless customer engagement.
- Drive escalation resolution, platform issue troubleshooting, and support KPIs to optimize customer satisfaction.
- Built and implement support SLAs, SOPs, QA metrics to measure performance.
- Oversee NPS scores and drive continuous improvement initiatives to enhance customer loyalty.
- Collaborate cross-functionally with Product, Tech & Delivery teams to align customer support strategies.
Key Qualifications:
- 10+ years in Customer Support / Experience roles for SaaS platforms.
- Experience managing global enterprise accounts (US & EMEA preferred).
- Familiarity with DevOps/SaaS support ecosystem.
- Excellent English communication and escalation management skills.
- Strong in KPI management, data analytics & customer engagement.
- Hospitality SaaS experience is a significant advantage.
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