
Global Support Leadership Opportunity
2 weeks ago
We're seeking an experienced leader to spearhead global customer support for our hospitality SaaS product. As a Director – Customer Support, you will be responsible for leading high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.
Key Responsibilities:
- 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
- Collaborate cross-functionally with Product, Tech & Delivery teams
Required Skills and Qualifications:
- 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
Benefits:
- Ongoing training and professional development opportunities
- A competitive compensation package
- A collaborative and dynamic work environment
Others:
- Rohit Raj
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