Director - Customer Support (12-14 yrs)

Job Title: Director, Customer Support

Location: Bengaluru, KA

Experience Required: 12 to 14 Years

Industry: SaaS / Customer Support

Are you a seasoned leader in customer support with a passion for enhancing customer experience and driving team excellence? Join us as a Director of Customer Support and lead our India team to deliver exceptional support experiences for a global SaaS organization.

About the Role:

As the Director of Customer Support, you will:

- Lead and scale a high-performing customer support team.

- Drive strategic initiatives to enhance customer satisfaction (CSAT) and Net Promoter Score (NPS).

- Collaborate with North American leadership to align strategies and ensure seamless operations.

- Oversee daily operations, coach team members, and manage team performance.

- Develop and execute proactive measures to address customer pain points and improve service delivery.

- Spearhead initiatives that optimize omnichannel support (phone, chat, email).

- Build a culture of innovation, continuous improvement, and accountability.

This role is ideal for a dynamic leader passionate about customer success, operational efficiency, and people development.

What You'll Do:

- Strategize and implement plans to achieve business outcomes and enhance customer experience.

- Lead the India Support team, ensuring productivity, quality, and real-time coverage.

- Collaborate across global teams to align on goals and address escalations.

- Recruit, coach, and retain top talent to foster a high-performing team culture.

- Analyze data to drive decisions, manage risks, and improve processes.

- Partner with cross-functional teams to ensure product readiness and optimize customer journeys.

- Engage in strategic customer discussions, offering management and guidance.

What You'll Bring:

- Experience: 8+ years leading customer support/contact center teams, ideally in SaaS or software support.

- Skills: Strong English communication, strategic thinking, and ability to manage omnichannel support.

- Knowledge: Deep understanding of customer satisfaction metrics (CSAT, NPS) and root cause analysis.

- Leadership: Proven ability to motivate teams, foster collaboration, and manage performance.

- Financial Acumen: Experience with P&L management, budgeting, and expense control.

- Adaptability: Resilience in fast-paced environments and ability to manage change effectively.

- Technical Expertise: Familiarity with SaaS products and the ability to develop in-depth product knowledge.

Why Join Us?

- Opportunity to lead a high-impact team.

- Collaborate with a global leadership team and shape customer support strategies.

- Contribute to the success of a dynamic, fast-growing SaaS company.

- Competitive compensation and professional growth opportunities