
Global Customer Experience Leader
4 days ago
We are seeking a Director to lead our global customer support function, overseeing high-performing teams across multiple locations and driving excellence in client satisfaction, ticket resolution, and customer experience.
- Lead global customer support operations, managing L1/L2 teams and drive escalation resolution, platform issue troubleshooting, and support KPIs.
- Build and implement support SLAs, SOPs, QA metrics, and manage NPS scores to drive continuous improvement initiatives.
- Own customer retention through a customer-first support mindset and collaborate cross-functionally with Product, Tech & Delivery teams.
- Recruit, train, and mentor high-performing support teams, leveraging expertise to enhance customer engagement and loyalty.
Key Qualifications:
- 10+ years of experience in customer support or related roles for SaaS platforms.
- Experience managing global enterprise accounts, preferably with US and EMEA exposure.
- Familiarity with DevOps/SaaS support ecosystem and excellent English communication and escalation management skills.
- Strong background in KPI management, data analytics, and customer engagement, with hospitality SaaS experience as a significant plus.
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