Customer Support Operations Director

1 day ago


Solapur, Maharashtra, India beBeeCustomerSupport Full time ₹ 1,20,00,000 - ₹ 2,00,00,000
Director Customer Support

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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