Director Customer Support

Company Overview

Logile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.

Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved performance and empowered employees. Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cost.

From labor standards development and modeling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution. Gain the Advantage with The Logic of Retail. One Platform for store planning, scheduling and execution.

For more information, visit

.

Position Overview:

We are looking for a proactive, strategic, and hands-on
Director - Customer Support
to oversee our global support team.

This leader will ensure the delivery of exceptional customer service, mentor and develop team members, and drive continuous improvement through technology, particularly AI.

He'll play a pivotal role in shaping support processes and ensuring high availability and quality of service for retail clients operating in dynamic, fast-paced environments.

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

• 10+ 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 job is an onsite job at Logile'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.