Director - Customer Support - SaaS

Requirements:

- Willingness to operate within US time zones to support global operations.

- 10+ years of experience in leading Customer Support/Customer Experience teams for global SaaS organizations, with a strong focus on enterprise customers.

- Proven expertise in training, onboarding, and hypercare support for enterprise-level clients.

- Demonstrated ability to manage and nurture long-term relationships with enterprise customers, especially across US and EMEA regions.

- Skilled in establishing and monitoring KPIs and performance metrics to ensure high efficiency and continuous improvement within customer support functions.

- Exceptional communication skillsboth verbal and writtenin English.

- A well-organized self-starter with a proactive approach, strong attention to detail, and a continuous learning mindset.

- Excellent presentation and interpersonal skills, with the ability to convey complex concepts in a clear and concise manner.

- Strong listening and analytical skills, with a proven ability to ask the right questions, identify areas of improvement, and streamline multi-functional business processes.

- A track record of successfully leading customer support functions for SaaS solutions in the hospitality or related industries, with experience managing support for large, global enterprises.

- Hospitality industry experience is highly preferred and will be considered a significant advantage.