Director Customer Support

Job Description

🚨 We’re Hiring: Director – Customer Support (Global SaaS | US Shift) 📍 Location: Noida (Must support US time zone) 💼 Experience: 10+ Years | 🌐 Global SaaS Industry Are you an empathetic and data-driven leader who can build world-class support functions for global enterprise clients? We are seeking a Director – Customer Support for a global SaaS product company (hospitality domain), leading high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience. 💡 Key Responsibilities: 🔹 Lead global customer support across US/EMEA time zones 🔹 Manage L1/L2 teams across multiple locations 🔹 Drive escalation resolution, platform issue troubleshooting, and support KPIs 🔹 Build and implement support SLAs, SOPs, QA metrics 🔹 Manage NPS scores and drive continuous improvement initiatives 🔹 Own customer retention through a customer-first support mindset 🔹 Collaborate cross-functionally with Product, Tech & Delivery teams 🔹 Recruit, train, and mentor high-performing support teams ✅ What We’re Looking For: ✔ 10+ years in Customer Support / Experience roles for SaaS platforms ✔ Experience managing global enterprise accounts (US & EMEA preferred) ✔ Familiar with DevOps/SaaS support ecosystem ✔ Excellent English communication and escalation management ✔ Strong in KPI management, data analytics & customer engagement ✔ Hospitality SaaS experience is a big plus Rohit Raj 📩 Apply Now: rohit@skyleaf.global 📞 Contact: +91-9835689185 Show more Show less