Director - Customer Support

Job Description:

We are looking for a Director Customer Support who will operate in an owning end-to-end customer support for global enterprise clients. The role requires expertise in managing SaaS customer relationships, resolving escalations, and delivering a superior customer experience for clients primarily across the US and EMEA regions.

Key Responsibilities:

- Serve as the primary point of contact for enterprise customers, ensuring timely resolution of support queries and escalations.

- Manage hypercare support during customer onboarding and critical business phases.

- Build strong, trusted relationships with enterprise customers, driving satisfaction and retention.

- Analyze support issues, establish KPIs/metrics, and provide insights to improve processes and efficiency.

- Collaborate closely with product, engineering, and customer success teams to resolve complex technical and functional issues.

- Prepare reports, documentation, and presentations for stakeholders on customer experience and performance metrics.

- Continuously identify areas for process improvements to enhance customer experience.

Requirements:

- 10+ years of experience handling Customer Support/Customer Experience for global SaaS organizations.

- Strong exposure to US and EMEA enterprise customers.

- Experience in hospitality SaaS (or similar SaaS verticals) is a strong plus.

- Proven ability to manage high-stakes customer relationships independently.

- Excellent communication skills in English (written and verbal) with strong presentation abilities.

- Analytical thinker with problem-solving skills and the ability to dive deep into multi-functional business processes.

- Organized, detail-oriented, and a proactive self-starter.