Director Customer Support

Role Overview:

The Head of Customer Support will lead global customer support operations for a leading SaaS provider. This role demands strong leadership, a customer -centric 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 world -class customer satisfaction.

• Customer -Centric Excellence: Build strong customer relationships, advocate for customer needs, and improve customer experience.

• Problem Solving: Drive quick issue resolution in high -pressure 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, high -performance culture.

• Cross -Functional Collaboration: Work with product, engineering, and other teams to ensure seamless customer support and technical resolution.

Qualifications:

• 10+ years of leadership experience in SaaS customer support for global enterprises.

• Proven ability to manage large, diverse teams across multiple time zones (US, EMEA).

• Strong experience in customer relationship management, with a focus on enterprise -level customers.

• Expertise in establishing KPIs, analyzing performance metrics, and driving continuous improvement.

• Hospitality SaaS experience is a plus.

• Excellent communication (both written and verbal) and problem -solving skills.

Additional Requirements:

• Ability to operate in a US Time Zone.

• Strong ability to manage and improve NPS scores and customer satisfaction metrics.

• Data -driven decision -making to optimize workflows and enhance customer support.