Director - Customer Support

Location : Bhubaneswar

Work Mode : Work from Office

Experience : 15+ years

Work Type : Full-time

About the company

A global technology organization providing advanced solutions in workforce management, retail planning, and operational excellence. It has offices across North America, Europe, and Asia-Pacific, the company focuses on innovation, AI-driven products, and delivering exceptional value to global customers. The India engineering hub plays a key role in developing scalable, high-impact software solutions for worldwide deployment.

Position Overview

We are hiring a Director Customer Support to lead a global support function, drive world-class customer experience, and implement AI-driven process improvements to enhance efficiency and service quality.

Key Responsibilities

• Lead and manage a global, multi-timezone customer support team operating 24/7.
• Develop and enforce best-in-class support practices and scalable processes aligned with SLAs and KPIs.
• Provide mentorship, coaching, and career development for support team members.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve customer issues and relay feedback.
• Collaborate with clients and internal teams to understand and support core retail operations and business processes, including Labor scheduling, inventory Management, workforce management, and Data integrations.
• Oversee and enhance support workflows involving relational databases including log analysis, data validation, and issue triage.
• Implement and maintain metrics-driven performance reporting to monitor team productivity and customer satisfaction (e.g., CSAT, NPS, FRT).
• Champion a culture of customer-centricity and continuous improvement.
• Act as a key escalation point for high-severity or high-impact customer incidents
• Participate in strategic planning for support systems and technologies.
• Leverage AI and automation tools to enhance support efficiency, ticket triaging, and self-service capabilities.

Requirements

• 15+ years of experience in customer support or operations leadership within a software/SaaS environment, preferably serving the retail sector.
• Demonstrated experience managing 24/7 support teams across multiple time zones.
• Strong understanding of support processes, SAAS Solutions, and service level management.
• Familiarity with AI/ML-driven support tools (e.g., chatbots, knowledge base automation, AI ticket routing).
• Excellent leadership, communication, and conflict resolution skills.
• Strong communication and stakeholder management skills, with the ability to present and justify decisions effectively.
• Experience mentoring and developing high-performing support teams.
• Proficiency with support platforms (e.g., Atlassian tools, Salesforce Service Cloud, Freshdesk, or similar).
• Ability to thrive in a fast-paced, constantly evolving environment.

Preferred Qualifications

• Experience in the retail or retail-tech industry.
• ITIL certification or similar process framework expertise.
• Hands-on experience deploying or managing AI-powered support initiatives.

Job Location & Schedule

• This is an onsite job at company's Bhubaneswar Office.
• Overlap with U.S. or other international time zones may be required to support our global customers as needed.

Why Join Us?

• Be part of a company transforming the retail industry through intelligent software.
• Work with a passionate, diverse team of professionals committed to excellence.
• Shape the future of our support strategy and AI integration.
• Competitive Compensation & Benefits: Industry-leading salary, comprehensive health coverage, home pick up and drops, and generous PTO.