Director Customer Support
Director Customer Support
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Job Description
Role Overview:
TheHead of Customer Supportwill lead global customer support operations for a leading SaaS provider. This role demands strong leadership a customercentric approach and strategic thinking to drive exceptional support services improve NPS scores and optimize processes. The role involves managing a global team ensuring seamless customer interactions and guiding support efforts to meet organizational objectives.
Key Responsibilities:
Global Leadership: Manage and scale global L1/L2 support operations ensuring worldclass customer satisfaction.
CustomerCentric Excellence: Build strong customer relationships advocate for customer needs and improve customer experience.
Problem Solving: Drive quick issue resolution in highpressure situations using strategic thinking to address root causes.
Quality Assurance: Establish SLAs monitor service quality and continuously improve performance metrics.
Team Development: Lead mentor and train a global team fostering a collaborative highperformance culture.
CrossFunctional Collaboration: Work with product engineering and other teams to ensure seamless customer support and technical resolution.
Qualifications:
10 yearsof leadership experience inSaaS customer supportforglobal enterprises.
Proven ability to managelarge diverse teamsacross multiple time zones (US EMEA).
Strong experience incustomer relationship management with a focus on enterpriselevel customers.
Expertise in establishingKPIs analyzing performance metrics and driving continuous improvement.
Hospitality SaaS experienceis a plus.
Excellent communication(both written and verbal) andproblemsolving skills.
Additional Requirements:
Ability to operate in aUS Time Zone.
Strong ability to manage and improveNPSscores andcustomer satisfactionmetrics.
Datadriven decisionmaking to optimize workflows and enhance customer support.
Required Experience:
Director
Employment Type
Full-Time
