Customer Support Director

5 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 1,20,00,000 - ₹ 2,20,00,000

About Us

Our team is part of a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments.

We serve 500+ companies across diverse sectors with innovative solutions.

Job Overview

Lead our US-based Support & Resolution Centre (SRC) as a dynamic, data-driven leader.

Manage a team of 10–20 specialists, oversee escalations, and drive quality to deliver world-class customer support.

The ideal candidate excels at building high-performing teams and streamlining processes.

Key Responsibilities:
  • Team Leadership & People Management:
    • Lead and mentor a 10–20 member US-based support team, fostering high performance.
    • Collaborate with HR on full-cycle hiring from sourcing to onboarding.
    • Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.
  • Operations & Escalation Handling:
    • Oversee the resolution of complex customer issues by managing escalated cases.
    • Lead daily team briefings to address performance gaps and share critical updates.
    • Ensure business continuity by providing operational support during weekends when required.
    • Strategically manage workforce scheduling, approving leave and time-off requests for optimal coverage.
  • Quality, Process, & Performance Improvement:
    • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.
    • Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution.
    • Leverage data insights on productivity and behavior to drive personalized coaching and professional development.
    • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines.
    • Maintain and update the Freshdesk knowledge base, curating critical SOPs.
  • Reporting & Cross-Functional Collaboration:
    • Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
    • Align cross-functional teams on performance goals for cohesive execution.
    • Serve as primary contact for technical and product inquiries, ensuring swift resolution.
    • Optimize Freshdesk configurations and account setups for maximum efficiency.

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