
Chief Customer Success Officer
3 days ago
**Job Title:** Director Customer Support
We are seeking a leader to oversee global customer support operations, ensuring excellence in client satisfaction, ticket resolution, and customer experience.
This is an opportunity to build and implement world-class support functions for global enterprise clients.
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
- Own customer retention through a customer-first support mindset
- Collaborate cross-functionally 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)
- Familiar with DevOps/SaaS support ecosystem
- Excellent English communication and escalation management
- Strong in KPI management, data analytics & customer engagement
About Us:
We offer a dynamic work environment and opportunities for growth and development.
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