Strategic Leader in Global Customer Support

12 hours ago


Alwar, Rajasthan, India beBeeCustomerSupport Full time US$ 1,20,000 - US$ 1,80,000
Director Customer Support

We are seeking a strategic leader to oversee our customer support operations, ensuring seamless experiences for global enterprise clients.

The ideal candidate will have 10+ years of experience in customer support and SaaS platforms, with a proven track record of driving KPIs, building high-performing teams, and managing global accounts.

  • 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
  • Owning customer retention through a customer-first support mindset
  • 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
  • Strong in KPI management, data analytics & customer engagement
  • Hospitality SaaS experience is a plus

We offer:

  • A dynamic work environment with opportunities for growth and development
  • A team-oriented culture with a focus on customer satisfaction
  • A competitive compensation package with benefits

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