Director - Customer Support - SaaS

Director - Customer Support

Requirements:

- Will operate within a US Time Zone

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

- Experience in managing ongoing customer relationships with 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, attention to detail, and a desire to learn

- Outstanding written 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