Director Customer Support

🚨 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