Director - Customer Support

Director - Customer Support

Requirements:

- Must be available to work within US time zones.

- 10+ years of experience leading Customer Support/Customer Experience teams for a global SaaS organization, with expertise in training and hypercare for enterprise clients.

- Proven ability to manage and nurture long-term relationships with global enterprise customers, particularly in the US and EMEA regions.

- Strong experience in defining and implementing KPIs and performance metrics to optimize customer support efficiency.

- Exceptional communication skills in English, both written and verbal.

- Highly organized, self-motivated, and detail-oriented professional with a strong work ethic and a passion for continuous learning.

- Excellent presentation and interpersonal skills, with the ability to communicate complex ideas clearly.

- Strong analytical and problem-solving skills, with the ability to ask the right questions, dive deep into business processes, and drive continuous improvement.

- Demonstrated success in leading the Customer Support function for a Hospitality SaaS (or similar) product catering to large, multi-faceted global enterprises.

- Prior experience in the hospitality industry is a significant advantage.