Director Customer Support

Multiplier; Bengaluru; On-site; INR 7,000,000 - 12,000,000; Full time

Job summary

Multiplier is building a world-class, scalable Customer Support organization to support our rapidly growing global customer base. We are seeking a Customer Support Director to lead, mentor, and scale high-performing teams while delivering exceptional customer outcomes.

With 12+ years in Customer Support or Operations within a SaaS environment and a strong background in HR, Payroll, or Benefits platforms, you will own the global support strategy and partner with Product, Engineering, and Customer

Qualifications

• 12+ years of experience in Customer Support, Customer Experience, or Operations within a SaaS environment.
• 3+ years of experience managing managers across multiple products, regions, or processes.
• Strong domain experience in HR, Payroll, Benefits, or adjacent fintech/HRIS platforms (highly preferred).
• Proven ability to scale support organizations in fast-growing, complex environments.
• Strong executive communication skills — able to influence at leadership and cross-functional levels.
• Data-driven mindset with experience using metrics to drive decisions and outcomes.

Responsibilities

• Lead and scale a global Customer Support organization, including managing managers across multiple teams, products, and processes.
• Coach, mentor, and develop Support Managers and senior ICs, building strong leadership benches.
• Define and execute the global customer support strategy, ensuring consistent, high-quality experiences across regions and time zones.
• Own escalations for complex, high-impact customer issues and ensure effective de-escalation and resolution.
• Establish and optimize support workflows, SLAs, escalation models, and capacity planning.
• Drive operational rigor using metrics such as CSAT, NPS, First Response Time, Resolution Time, and Escalation Rates.
• Partner with Product, Engineering, Customer Success, Sales, and Compliance teams to influence roadmap decisions and improve product usability.
• Oversee documentation standards for internal playbooks and customer-facing knowledge bases.

Skills

12+ years experience

SaaS experience

Managing managers

Executive communication

Tools

Zendesk

Salesforce

Job description

Job Description:

About us

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress at scale. Multiplier is at the forefront of this change. We are building a world without limits, where ambitious businesses of any size can look beyond borders to build their global dream teams.

We empower companies with the tools and support to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly, no legal entities required. By simplifying global hiring, we are creating a level playing field where businesses and individuals (like you), can compete, grow, and succeed, regardless of geography.

We believe talent knows no borders, and we’ve built the platform that proves it. Our world-class EOR, COR, and Global Payroll products are helping businesses across industries, from early-stage startups to large enterprise, seize the global hiring opportunity.

We are backed by renowned investors (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded leaders to join our global team.

The future is borderless. Let’s build it together

Job Overview

We are building a world‑class, scalable Customer Support organization to support our rapidly growing global customer base. We are looking for a Customer Support Director to lead, mentor, and scale high‑performing support teams while delivering exceptional customer outcomes.

With 12+ years of experience and a strong background in HR, Payroll, or Benefits platforms, you will own the global support strategy, manage managers across multiple products and processes, and partner closely with Product, Engineering, and Customer Success to continuously elevate the customer experience.

This role requires a strategic leader who can balance operational excellence, people leadership, and customer advocacy at scale.

What You’ll Do

Leadership & Team Management

• Lead and scale a global Customer Support organization, including managing managers across multiple teams, products, and processes.
• Coach, mentor, and develop Support Managers and senior ICs, building strong leadership benches.
• Drive a culture of ownership, accountability, empathy, and continuous improvement.

Customer Experience & Support Strategy

• Define and execute the global customer support strategy, ensuring consistent, high‑quality experiences across regions and time zones.
• Own escalations for complex, high‑impact customer issues and ensure effective de‑escalation and resolution.
• Champion the voice of the customer across the organization.

Operational Excellence

• Establish and optimize support workflows, SLAs, escalation models, and capacity planning.
• Drive operational rigor using metrics such as CSAT, NPS, First Response Time, Resolution Time, and Escalation Rates.
• Partner with Operations teams to improve tooling, automation, and self‑service capabilities.

Cross‑Functional Collaboration

• Work closely with Product, Engineering, Customer Success, Sales, and Compliance teams to influence roadmap decisions and improve product usability.
• Translate customer insights into actionable feedback for product and process improvements.

Knowledge & Enablement

• Oversee documentation standards for internal playbooks and customer‑facing knowledge bases.

Ensure teams are deeply enabled on HR, Payroll, Benefits domain knowledge, regulatory nuances, and platform capabilities.

What You’ll Bring

• 12+ years of experience in Customer Support, Customer Experience, or Operations within a SaaS environment.
• 3+ years of experience managing managers, preferably across multiple products, regions, or processes.
• Strong domain experience in HR, Payroll, Benefits, or adjacent fintech/HRIS platforms (highly preferred).
• Proven ability to scale support organizations in fast‑growing, complex environments.
• Strong executive communication skills — able to influence at leadership and cross‑functional levels.
• Data‑driven mindset with experience using metrics to drive decisions and outcomes.
• Experience with support platforms such as Zendesk, Salesforce, or similar enterprise tools.
• Comfortable operating across APAC, EMEA, and AMER time zones.

Equal Employment Opportunity

Multiplier is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note that this job description is a general overview, and responsibilities may evolve as the company grows and adapts to changing market conditions.