
Support Experience Leader
1 week ago
Job Title:
Custodian of Customer Experience
We are seeking an exceptional leader to spearhead our customer support operations globally.
About the Role:
This visionary will oversee high-performing teams across geographies, ensuring excellence in client satisfaction, ticket resolution, and customer experience.
Key Responsibilities:
- Leverage expertise to lead global customer support across US/EMEA time zones
- Effectively manage L1/L2 teams across multiple locations
- Drive escalation resolution, platform issue troubleshooting, and support KPIs
- Develop and implement support SLAs, SOPs, QA metrics
- Promote NPS scores through continuous improvement initiatives
- Cultivate a customer-first support mindset to ensure customer retention
- Foster cross-functional collaboration with Product, Tech & Delivery teams
- Recruit, train, and mentor high-performing support teams
Requirements:
- 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 background in KPI management, data analytics & customer engagement
- Hospitality SaaS experience is highly desirable
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