
Customer Support Operations Director
1 day ago
We are seeking a seasoned leader to spearhead our customer support operations globally.
About the Role:
The ideal candidate will have extensive experience in managing high-performing teams across multiple locations, driving excellence in client satisfaction, ticket resolution, and customer experience.
- 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:
To be successful in this role, you will need:
- 10+ years of experience in Customer Support or Experience roles for SaaS platforms
- Experience 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 & customer engagement skills
- Hospitality SaaS experience is a plus
What We Offer:
In return for your expertise, we offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.
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