Global Customer Head - SaaS (10-15 yrs)

Customer Support Lead - Global SaaS Operations

We are seeking a highly skilled Customer Support Lead with strong leadership capabilities and prior experience in a similar role within a global SaaS organization. The ideal candidate will be responsible for managing our Global Support Operations, ensuring seamless L1 and L2 support for our worldwide clientele. The role requires a deep understanding of the SaaS platform in a short timeframe to effectively oversee support delivery and troubleshooting.

Key Responsibilities:

Platform Proficiency & Technical Expertise:

- Acquire in-depth knowledge of the SaaS platform to oversee and guide support teams effectively.

- Lead the team in troubleshooting and resolving platform-related issues efficiently.

- Ensure adherence to internal SLAs, maintaining the highest quality assurance standards for platform support.

Leadership & Team Management

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

- Set team goals aligned with organizational objectives and drive performance excellence.

- Take ownership of critical customer escalations, ensuring timely and effective resolution.

- Provide mentorship and training to team leads, enabling their professional growth.

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

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

Customer-Centric Approach

- Strong commitment to understanding and meeting customer needs.

- Build and maintain strong relationships with customers, internal departments, and external vendors.

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

- Drive customer engagement across peers and senior management.

- Effectively handle objections in dynamic customer environments with strong situational awareness.

- Ensure the team delivers world-class support services, maintaining high levels of customer satisfaction.

Communication & Problem-Solving:

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

- Demonstrate empathy and understanding when addressing customer concerns.

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

- Strategic problem-solving to identify root causes and implement preventive measures.

Quality Assurance & Performance Monitoring:

- Establish internal SLAs and ensure adherence to quality assurance standards.

- Regularly monitor and analyze performance metrics to ensure optimal service delivery.

- Leverage data analytics for informed decision-making, workflow optimization, and customer satisfaction improvement.

- Monitor KPIs related to customer experience and support.

Global Perspective & 24/7 Support:

- Experience managing global teams with an understanding of cultural nuances in customer interactions.

- Ensure 24/7 support coverage, effectively handling time zone differences.

NPS Scores & Continuous Improvement:

- Proactively identify opportunities for process improvement and implement best practices.

- Drive initiatives to enhance the overall customer experience and improve NPS score ratings.

Cross-Functional Collaboration:

- Work closely with Product Development, Service Delivery, and other departments to share customer insights and accelerate technical resolutions.

- Ensure a seamless customer experience across all touchpoints.

Training & Development:

- Design and implement training programs to equip associates with the necessary skills to handle customer queries.

- Provide ongoing coaching and mentorship to support team members' professional growth.

Requirements

- Will operate within a US Time Zone.

- 10+ years of experience leading Customer Support / Customer Experience teams for a global SaaS organization.

- Expertise in training, hypercare, and enterprise customer support.