Head - Customer Support - SaaS (10-15 yrs)

- We are seeking a highly skilled Customer Support Lead, with strong leadership capabilities and prior experience in a similar profile for a Global SAAS provider, to manage our Global Support Operations. Ability to acquire an In-depth knowledge of the SAAS platform in the shortest period , to effectively oversee the provision of L1 and L2 support to the company's global clientele.

- Ability to guide the team in troubleshooting and resolving PLAR-related issues.

Leadership and Team Management:

- Proven experience in leading and managing large global teams, fostering a positive and collaborative work environment.

- Set team goals aligned with organisation objectives

- Lead from the front and take ownership of critical customer escalations and ensure timely resolution.

- Provide guidance, mentoring, and training to leads, enabling their professional growth.

- Drive organizational initiatives, digital transformation, and strategic projects.

- Develop and maintain support procedures and policies while ensuring compliance with global standards.

Customer-Centric Approach:

- Strong commitment to understanding and meeting customer needs.

- Build and maintain strong relationships with the customer, internal departments, other support teams, and external vendors.

- Advocate for customers and implement continuous improvements to enhance their experience.

- Drive customer engagement across peers and senior management.

- Handle objections in dynamic customer environments with strong situational awareness.

- Ensure the team delivers a high level of customer satisfaction through world-class support services.

Communication and Empathy:

- Excellent communication skills to interact with clients and internal teams effectively.

- Demonstrates empathy and understanding when dealing with customer concerns.

Problem-Solving Skills:

- Quick decision-making in high-pressure situations to resolve plant issues promptly.

- Strategic thinking to address root causes and implement preventive measures.

Quality Assurance:

- Establish internal SLAs and lead a team where quality assurance standards for plaZorm usage and break fix support are second to none.

- Regularly monitor and analyse performance metrics to ensure the highest quality of service delivery.

Global Perspective:

- Experience in managing global teams and understanding cultural nuances in the customer interactions.

- Ensures 24/ti support coverage, handling theme zone differences effectively.

- NPS Scores and Continuous Improvement:

- Proactive in identifying opportunities for process improvement and implementing best practices. Drives me to enhance the overall customer experience and improve NPS score of the company.

Data-Driven Decision-Making:

- Leverages data analytics to make informed decisions, optimize workflows, and improve customer satisfaction.

- Monitors key performance indicators (KPIs) related to customer experience and support.

Cross-Functional Collaboration:

- Collaborates with other departments, such as Product Development and Service Delivery, to share customer insights and feedback and assists acceleration of technical resolution to customers concerns Works closely with other leaders to ensure a seamless customer experience across all touchpoints.

Training and Development:

- Designs and implements training programs to ensure associates are well-equipped to handle customer queries. Provides ongoing coaching and mentorship to support team members' professional growth.

Requirements

- Will operate within a US Time Zone

- 10+ years of leading teams handling Customer Support /Customer Experience for a SAAS software global organization, including training, and hypercare for enterprise customers

- Experience in managing ongoing customer relationships with a global enterprise customers largely in the US and EMEA regions

- Ability to establish KPI's and metrics to drive efficient customer support

- Excellent communication skills in English, both written and verbal

- Well-organized self-starter with an excellent work ethic, aTention to ethic, and a desire to learn

- Outstanding wriTen and verbal communication/presentation skills

- Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand and improve complex, multi-function business processes

- Proven track record of leading the Customer Support vertical of a Hospitality( or Similar) SaaS software products or solutions to large and multifaceted global companies

- Experience of having worked within the hospitality industry would be a definite plus