
Customer Support Director
2 days ago
We are seeking a results-driven Director – Customer Support to lead high-performing teams across geographies and ensure excellence in client satisfaction, ticket resolution, and customer experience.
- 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
In this role, you will be responsible for building and implementing support SLAs, SOPs, QA metrics, and managing NPS scores while driving continuous improvement initiatives. You will also own customer retention through a customer-first support mindset and collaborate cross-functionally with Product, Tech & Delivery teams.
To succeed in this position, you should have:
- 10+ years of experience in Customer Support or Experience roles for SaaS platforms
- Experience managing global enterprise accounts (US & EMEA preferred)
- Familiarity with DevOps/SaaS support ecosystem
We offer a dynamic work environment that encourages innovation, collaboration, and growth opportunities. If you are an empathetic and data-driven leader who can build world-class support functions, we want to hear from you
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