Director, Customer Support

Incontact; Pune District; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Incontact is seeking a seasoned Head of Global Customer Support to shape strategy and lead a large, distributed team across regions. You will drive customer success, operational efficiency, and scalable processes in a fast-growing cloud environment.

The role emphasizes collaboration with Product, Engineering, and Sales to translate customer feedback into product improvements while maintaining high CSAT and effective cost management.

Qualifications

• Proven leadership experience with large teams.

Responsibilities

• Define and execute the global customer support strategy aligned with business goals.
• Lead and manage the support team across regions, ensuring customer success.
• Build and scale a distributed support team (Tier 1-3) of 100+ staff.
• Establish goals, KPIs, and career development plans.
• Collaborate with Product, Engineering and Sales to address feedback.
• Monitor CSAT and other metrics to drive continuous improvement.
• Oversee budgets, SLAs, and tool investments.

Skills

Leadership

Job description

Responsibilities

Leadership & Team Management

• Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency.
• Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs.
• Build, lead, mentor, and scale a geographically distributed support team (Tier 1-3) off over 100 staff.
• Establish clear goals, performance metrics, and career development plans.
• Promote a culture of collaboration, accountability, and continuous improvement within the team.

Strategic Direction & Planning

• Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows.
• Collaborate with senior leadership to align cloud support objectives with overall company strategy.
• Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded.

Customer Support Excellence

• Act as the voice of the customer internally.
• Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development.
• Oversee the resolution of high-priority customer support cases, ensuring timely and effective solutions.
• Ensure the team is proactive in identifying and addressing potential issues before they impact customers.
• Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly.
• Monitor and analyze CSAT (Customer Satisfaction) and other feedback metrics to identify trends and areas for improvement.

Operational Efficiency

• Drive operational efficiency by implementing best practices, tools, automation, and processes to streamline support operations.
• Establish clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them.
• Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance.
• Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success).

Collaboration with Cross‑functional Teams

• Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported.
• Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction.
• Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends.

Cloud Infrastructure & Tools Management

• Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable.
• Ensure the team is fully trained and equipped with the tools necessary for effective cloud support.
• Evaluate and recommend new cloud technologies or processes to improve support delivery.

Budget & Resource Management

• Manage the customer support department’s budget, ensuring proper allocation of resources to meet business needs.
• Forecast resource requirements and allocate resources effectively to handle customer demand.
• Ensure cost‑effective operations while maintaining high‑quality service.

Compliance & Security

• Ensure that cloud support operations comply with relevant legal, regulatory, and security standards.
• Work with security teams to address any security‑related customer concerns or incidents within cloud environments.
• Develop and enforce best practices for data protection and privacy.

Reporting & Communication

• Provide regular reports to executive leadership on cloud support performance, including customer satisfaction, escalations, resource utilization, and cost.
• Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience.
• Ensure clear and effective communication within the support team and with other internal stakeholders.

Continuous Improvement

• Drive initiatives to continuously improve the cloud support process and the overall customer experience.
• Prepare support systems for continued global growth, product expansion, and increased customer complexity.
• Lead post‑mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions.

Qualifications

• Proven leadership experience (typically 10+ years).