Customer Experience Leadership

20 hours ago


Palakkad, Kerala, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

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 Summary

This 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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