Director - Customer Support

Job Description:

Position: Head of Customer Support

Location: Global (US Time Zone)

Industry: SaaS (Procure-to-Pay Solutions)

Client Type: Global enterprise solutions provider in eProcurement, AP Automation, and more.

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