Support Experience Leader

1 week ago


Mount Abu, Rajasthan, India beBeeCustomer Full time ₹ 1,80,00,000 - ₹ 2,10,00,000

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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