Senior Director of Global Support Operations

3 weeks ago


Ibrahim Bagh Lines, India Zenoti Full time
Job Summary

We are seeking a highly experienced and skilled professional to lead our Global Product Support and Technical Services team at Zenoti. As a key member of our organization, you will be responsible for delivering exceptional support experiences to our global customers across various industries and business sizes.

Key Responsibilities
  • Manage and oversee the operations of our global product support and technical services teams.
  • Ensure timely resolution of customer issues within agreed service level agreements (SLAs).
  • Review and approve all change requests, escalations, and service requests to ensure customer satisfaction.
  • Continuously innovate and improve our technology infrastructure for support, including ticketing, status reporting, and customer community.
  • Collaborate with cross-functional teams, including Customer Success, Engineering, and Finance, to deliver services and solutions that delight our customers.
  • Be the voice of the customer, identifying and driving changes in product and company processes to increase efficiency and improve customer experience.
  • Forecast demand, recruit, hire, develop, and retain a high-quality team of support professionals.
  • Focus on delivering an exceptional Zenoti customer and employee experience.
Requirements
  • 10+ years of experience in customer support, with a strong engineering background and expertise in support engineering.
  • Forward-thinking in AI and expertise in managing support for a CRM/ERP/B2B SaaS product.
  • 15+ years of experience in customer-facing roles, with a long stint in SaaS companies supporting complex products with high volumes of cases.
  • Exposure to global regions, negotiation, vendor management, and leading a team of over 100 people.
  • A degree in engineering or equivalent.


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