About the role
Role Overview:
TheHead of Customer Supportwill 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+ yearsof leadership experience inSaaS customer supportforglobal enterprises.
•Proven ability to managelarge, diverse teamsacross multiple time zones (US, EMEA).
•Strong experience incustomer relationship management, with a focus on enterprise-level customers.
•Expertise in establishingKPIs, analyzing performance metrics, and driving continuous improvement.
•Hospitality SaaS experienceis a plus.
•Excellent communication(both written and verbal) andproblem-solving skills.
Additional Requirements:
•Ability to operate in aUS Time Zone.
•Strong ability to manage and improveNPSscores andcustomer satisfactionmetrics.
•Data-driven decision-making to optimize workflows and enhance customer support.