Director of Global Customer Operations

2 days ago


Ajmer, Rajasthan, India beBeeCustomerSupportLeader Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

We are seeking a customer support leader for a global SaaS product company. The ideal candidate will lead high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.

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
  • Collaborate cross-functionally with Product, Tech & Delivery teams
What We're Looking For:
  • 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


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