Director - Customer Support - Global Operations - B2B SaaS - Startup

We are seeking a Director - Customer Support (Global Operations) to join a dynamic team with a leading B2B Saas Startup Company based out in Bangalore.

Key Responsibilities:

- As the 'Director - Global Operations', you will scale the team and processes to deliver consistent high quality output across markets and workstreams. You will lead a high performing team motivated by improving the merchant experience - while being responsible for setting the strategic direction for the function, with cross functional stakeholders and business leadership.

Key responsibilities include:

- Guide the organisation to design and deliver incredible merchant experience.

- Set strategic direction and distil it down to comprehensive OKRs - providing regular feedback on team and process level performance.

- Maintain metrics and analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.

- Build and scale automation driven processes - leveraging scripting, integrations and intelligent process design

- Lead the development & deployment of standardised operational protocols on a global scale supported by robust documentation.

- Relay structured feedback to our product teams, delivering the pulse of the merchant base.

- Transmit and foster our values, serving as a beacon of company's customer-centric principles and culture of transparency, empathy, inclusion, and empowerment.

- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements

Qualifications: Education & Experience:

- Bachelor's degree in a technical, quantitative, or business field, or equivalent experience.

- Experience scaling teams - in terms of direct reports and / or through outsourced partners.

- Experience setting up processes and running programs at scale.

- Strong operations background and experience scaling teams in high growth environments.

- Background of working in a tech enabled organisation with good knowledge spread of issue & incident management, deploying and scaling applications, understanding of basic concepts related to internet based systems.

- Experience with stakeholder management and influencing leadership decisions.

- Excellent problem-solving and analytical skills, and excellent attention to detail.

- Ability to work and partner across multiple functions in an organisation.