Senior Global Support Director

23 hours ago

Anand, Gujarat, India beBeeCustomerSupport Full time ₹ 1,35,00,000 - ₹ 2,02,50,000

Director Customer Support Job

We are seeking a leader to head our global customer support function. This role will be responsible for overseeing the performance of multiple teams across various locations, ensuring high levels of client satisfaction and resolving issues efficiently.

The ideal candidate will have at least 10 years of experience in customer support or related fields, with a proven track record of managing global enterprise accounts. Strong communication and escalation management skills are essential, along with expertise in KPI management and data analytics.

Experience with hospitality SaaS platforms is highly desirable, but not required. The successful candidate will be able to build and implement support SLAs, SOPs, and QA metrics, as well as drive continuous improvement initiatives to enhance customer retention.

This is a senior-level position that requires collaboration with cross-functional teams, including product, technology, and delivery. If you are a results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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

• Recruit, train, and mentor high-performing support teams

What We're Looking For:

• 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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