About the role
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.