Visionary Customer Support Leader Wanted

23 hours ago


Varanasi, Uttar Pradesh, India beBeeCustomer Full time ₹ 2,80,00,000 - ₹ 3,50,00,000
Director Customer Support Job Overview

As a Director of Customer Support, you will lead high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience. This is an exceptional opportunity to join our organization and drive continuous improvement initiatives.

The ideal candidate should have 10+ years of experience in customer support or experience roles for SaaS platforms. They must be familiar with DevOps/SaaS support ecosystem, excellent in English communication and escalation management, strong in KPI management, data analytics & customer engagement, and have hospitality SaaS experience.

We are seeking a seasoned leader who can build world-class support functions for global enterprise clients. The successful candidate will collaborate cross-functionally with Product, Tech & Delivery teams, recruit, train, and mentor high-performing support teams.

  • 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
  • Build and implement support SLAs, SOPs, QA metrics
  • Manage NPS scores and drive continuous improvement initiatives
  • Own customer retention through a customer-first support mindset
Key Responsibilities:

• 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
• Build and implement support SLAs, SOPs, QA metrics
• Manage NPS scores and drive continuous improvement initiatives
• Own customer retention through a customer-first support mindset
• Collaborate cross-functionally with Product, Tech & Delivery teams

Requirements:

• 10+ years in Customer Support / Experience roles for SaaS platforms
• Experience managing global enterprise accounts (US & EMEA preferred)
• Familiar with DevOps/SaaS support ecosystem
• Excellent English communication and escalation management
• Strong in KPI management, data analytics & customer engagement
• Hospitality SaaS experience is a big plus



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