
Customer Support Excellence Director
16 hours ago
We are seeking a highly skilled and experienced leader to head our customer support function, ensuring exceptional service delivery across multiple geographies.
The ideal candidate will have a proven track record in managing high-performing teams, driving escalation resolution, and implementing strategic initiatives to enhance customer experience.
- Lead global customer support across multiple 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
- Collaborate cross-functionally with Product, Tech & Delivery teams
- 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 plus
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Process and Quality Excellence Director
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Director of Learning Excellence
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