Director - Global Customer Support
Director - Global Customer Support
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Job Description
Wood Mackenzie is the global data and analytics business for the renewables energy and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world companies and governments need reliable and actionable insight to lead the transition to a sustainable future. Thats why we cover the entire supply chain with unparalleled breadth and depth backed by over 50 years experience. Our team of over 2400 experts operating across 30 global locations are enabling customers decisions through real-time analytics consultancy events and thought leadership. Together we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
Wood Mackenzie Values
- Inclusive we succeed together
- Trusting we choose to trust each other
- Customer committed we put customers at the heart of our decisions
- Future Focused we accelerate change
- Curious we turn knowledge into action
The Role
We are seeking a seasoned and visionary Director Global Customer Support to lead our support operations from our hub in Delhi India. This is a high-impact leadership role responsible for shaping and driving our global customer support strategy ensuring world-class service delivery and enabling scale through technology and process excellence.
You will lead a globally distributed 24/5 round-the-sun support team and play a critical role in evolving our customer support model to cover a broader range of complex customer queries while improving speed satisfaction and resolution rates.
Key Responsibilities
Leadership & Strategy
Lead and develop a global customer support team managing operations across time zones to ensure continuous high-quality support coverage.
Serve as a key member of the Customer Organization leadership team contributing to cross-functional retention and satisfaction goals.
Process & Operational Excellence
Design and execute strategies to optimize workflows increase First Contact Resolution (FCR) reduce response times and improve CSAT scores.
Implement and refine support performance metrics dashboards and reporting to track KPIs and drive accountability.
Technology & Innovation
Champion the adoption of AI and automation technologies (e.g. chatbots ticket triage self-service tools) to increase team productivity and elevate the customer experience.
Partner with Product Engineering and Digital teams to drive integration of tools like Salesforce Intercom and knowledge management systems.
Insight & Continuous Improvement
Analyse support query data to identify trends root causes and opportunities to improve the customer journey.
Deliver actionable insights and structured feedback to Product Research and Content teams to influence roadmap priorities and product enhancements.
Collaborate cross-functionally to reduce recurring issues improve usability and proactively address customer pain points.
Team Development & Capability Building
Upskill the team to handle more complex customer queries through structured training and knowledge-sharing.
Foster a culture of customer centricity continuous improvement and operational agility.
Cross-Functional Collaboration
Work closely with Customer Success Product Specialists Research and Commercial teams to ensure alignment on query ownership escalation protocols and customer journey improvements.
Act as the voice of the customer bringing external insights into internal strategy discussions.
#LI-HH1
Key Metrics for Success
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
Response and Resolution Times
Expansion of Query Complexity Coverage
AI/Automation Adoption Rate
Team Capability and Skills Uplift
About You
Experience & Skills
10 years of experience in leading global customer support or service operations ideally in B2B SaaS or information services.
Proven track record of managing distributed 24/7 global teams and scaling operations in high-growth environments.
Demonstrated success in deploying technology (AI automation knowledge management CRM platforms) to optimize support delivery.
Expertise in process improvement methodologies (e.g. Lean Six Sigma) and data-driven decision making.
Excellent communication stakeholder management and change leadership skills.
Mindset & Approach
A customer-first mindset with a passion for enabling great experiences at scale.
A strong operational leader with a bias for action and continuous improvement.
Strategic thinker who can align team efforts with broader business goals.
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race colour religion age sex national origin disability or protected veteran status. You can find out more about your rights under the law at
If you are applying for a role and have a physical or mental disability we will support you with your application or through the hiring process.
Required Experience:
Exec
Employment Type
Full-Time
