Director Customer Support
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.