Director - Customer Support - Global Operations - SaaS Startup

- Guide the organization 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 standardized operational protocols on a global scale supported by robust documentation.

- Monitor, Evaluate & Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention

- Assist in defining the Objectives and Key Results (OKRs) that company's Customer Service strategy must achieve.

- Develop & document processes & training modules

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations

- Have a clear understanding of the company's business objectives so as to strategize Customer Experience efforts such that it contributes to the achievement of the business goals.

- Optimize business costs and processes

- Develop, train and build a high-performing customer experience team with a blend of inhouse and outsourced operations

- Ensure that the customer experience team works in collaboration with all other business functions

- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions