Customer Support Director

2 weeks ago


Morādābād, Uttar Pradesh, India beBeeSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Director Customer Support

We are seeking a visionary leader to helm our global customer support operations.

Key Responsibilities:
  • Oversee customer support teams across US/EMEA time zones
  • Lead and manage L1/L2 teams across multiple locations worldwide
  • Drive escalation resolution, platform issue troubleshooting, and support key performance indicators
  • Develop and implement support service level agreements, standard operating procedures, and quality metrics
  • Foster exceptional customer retention through a customer-centric support approach
  • Cultivate cross-functional collaboration with Product, Tech & Delivery teams
  • Recruit, train, and mentor high-performing support teams
Requirements:
  • Minimum 10 years of experience in customer support or leadership roles for SaaS platforms
  • Proven track record of managing global enterprise accounts (US & EMEA preferred)
  • Familiarity with DevOps/SaaS support ecosystem
  • Excellent English communication and escalation management skills
  • Strong KPI management, data analytics, and customer engagement expertise
  • Hospitality SaaS experience is highly desirable


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