Director Customer Support

TalentXplore; Dadri; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

TalentXplore seeks a Head of Customer Support to lead global SaaS support operations and drive world-class service for enterprise clients across multiple time zones.

You will mentor a diverse international team, collaborate with product and engineering, and relentlessly improve NPS, SLAs, and customer satisfaction through data-driven decisions.

Qualifications

• 10+ years of leadership experience in SaaS customer support.
• Experience managing teams across multiple time zones (US, EMEA).
• Proven ability to establish KPIs, analyze performance metrics and drive continuous improvement.
• Excellent written and verbal communication and problem-solving skills.

Responsibilities

• Lead global L1/L2 support operations and scale to deliver world-class customer satisfaction.
• Build strong customer relationships, advocate for customer needs, and improve customer experience.
• Drive quick issue resolution in high-pressure situations with strategic thinking.
• Establish SLAs, monitor service quality, and continually improve performance metrics.
• Lead, mentor, and train a global team, fostering a collaborative, high-performance culture.
• Collaborate with product, engineering, and other teams to ensure seamless support and technical resolution.

Skills

Leadership

Customer relationship management

KPIs & analytics

Communication skills

Problem solving

Job description

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.