Director Customer Support

Zycus

Objective of the role & Key Outcomes of the role:

• Achieve and Maintain high CSAT (Customer Satisfaction) scores across the customer base
• Manage support processes, knowledge bases and staffing models to reduce response and resolution times from established baseline
• Drive increased customer usage of self service, community, and AI based support tools to reduce tickets volumes
• Drive strict adherence to contractual SLAs for ticket resolution
• Define and implement clear escalation processes and procedures to major issues or customer escalations
• Leverage data to identify ticket trends, product challenges and improvement opportunities to reduce ticket volumes
• Manage team structure and costs to deliver within defined Cost to Serve parameters
• Recruit. Train and retain high quality support talent
• Create clearly defined operating procedures, rapid onboarding processes and career paths with a training and growth plan for employees

Competencies Required:

• Customer Centric Mindset:

  Ability to understand customer perspective, empathize with customer contacts during critical situations and drive effective internal collaboration to meet customer needs

• Technical Acumen:

  Understands SaaS software solutions including cloud architecture, system APIs and integrations and solution deployment models. Ability to understand and simplify complex issues and identify patterns for Product and Engineering.

• Strategic Leadership:

  Ability to clearly define and communicate a Technical Support vision and operating model, both within the support organization and cross functionally (Implementation, Product, Engineering) with further ability to effectively drive transformational change.

• Operational Execution:

  Metrics driven management approach with ability to implement scalable and consistent ticket tracking and closure processes.

• Analytical Mindset:

  Data driven decision maker with ability to drive to root cause and pattern identification. Ability to leverage data to drive internal organization alignment and response, and forecast future needs

• Strong Communicator:

  Clear, transparent and direct communicator with ability to manage complex and high pressure discussions

• People Leader:

  – Ability to identify, mentor and grow talent through structured and unstructured feedback mechanisms. Strong culture creator

• Support Tools Expertise:

  Familiarity with Salesforce Service Cloud and Jira, and ability to understand key customer ERP environments (SAP, Oracle, Workday, ServiceNow etc.)

Experience & Qualifications Required:

Must Have:

• 10+ years of experience in technical support, with 3+ years in a leadership role, preferably in a mission critical SaaS or cloud software environment.
• Experience managing a cost budget.
• Proven track record building and leading global technical support teams for Fortune 500 companies
• Proven experience defining and managing key support metrics using trend data such as Time to Resolution, Case Deflection Rate, First Contact Resolution Rate, CSAT etc.
• Hands‑on experience with Salesforce Service Cloud and JIRA and related reporting
• Experience and desire to manage a North American located customer base.

Ideal:

• Familiarity with Source to Pay processes and transaction flow
• Experience managing teams supporting ERP integrations, such as SAP and Oracle
• Experience in an environment with a tiered premium support revenue model (Standard, Gold, Platinum).

Nice to Have

• Certifications (e.g., ITIL, Salesforce Administrator, HDI-SCA).
• Hands on experience deploying AI agents and/or chatbots for support engagement