Visionary Customer Support Leader
3 days ago
This role is responsible for leading the global customer support function and driving excellence in client satisfaction, ticket resolution, and customer experience.
The ideal candidate will have 10+ years of experience in Customer Support/Experience roles for SaaS platforms, with a proven track record of managing global enterprise accounts (US & EMEA preferred).
- Lead global customer support across multiple time zones
- Manage teams across locations and drive escalation resolution, platform issue troubleshooting, and support KPIs
- Build and implement support SLAs, SOPs, QA metrics, and manage NPS scores
- Owning customer retention through a customer-first support mindset
- Collaborate cross-functionally with Product, Tech & Delivery teams
The Director – Customer Support will be responsible for building world-class support functions for enterprise clients, driving data-driven decision making, and developing strategies to improve customer engagement and loyalty.
The successful candidate will have strong leadership and team management skills, excellent communication and problem-solving abilities, data analysis and reporting skills, and familiarity with customer relationship management software.
This is a challenging yet rewarding opportunity to shape the future of our customer support function and drive excellence in client satisfaction, ticket resolution, and customer experience.
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