Director Customer Support

Talpro India Private Limited; Dadri; Remote; INR 1,200,000 - 2,400,000; Full time

Job summary

Talpro India Private Limited is seeking a Head of Customer Support to lead global SaaS support operations with a focus on customer centricity and NPS improvement. The role requires steering a global team, setting quality standards, and aligning support with product and engineering for rapid resolution.

The candidate should bring 10+ years in SaaS customer support leadership for global enterprises, strong KPI discipline, and excellent communication skills to drive enterprise relationships across

Qualifications

• 10+ years of leadership experience in SaaS customer support for global enterprises.
• Experience managing large, diverse teams across multiple time zones (US, EMEA).
• Expertise in enterprise customer relationship management and account planning.
• Ability to establish KPIs, analyze metrics, and drive continuous improvement.
• Hospitality SaaS experience is a plus.
• Excellent written and spoken communication and problem-solving skills.

Responsibilities

• Global leadership: manage and scale global L1/L2 support operations.
• Build customer relationships and improve customer experience.
• Drive quick issue resolution and root-cause analysis.
• Establish SLAs, monitor service quality, and improve performance metrics.
• Lead, mentor, and train a global team.
• Collaborate with product and engineering for resolution.

Skills

Global leadership

Large teams management

CRM

KPIs

Problem solving

Communication skills

SaaS experience

Job description

TALPRO INDIA PRIVATE LIMITED | Full time

Talpro is leading the way in transforming the talent acquisition landscape. We deliver innovative, sustainable, and cost-effective recruitment solutions tailored to today’s business needs. Our mission is to offer comprehensive hiring strategies that address immediate recruitment demands while laying the groundwork for long-term success.

Job Description

Position: Head of Customer Support

Location : Global (US Time Zone)

Industry : SaaS (Procure-to-Pay Solutions)

Client Type : Global enterprise solutions provider in eProcurement, AP Automation, and more.

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.