Director - Customer Support - SaaS

Key Requirements:

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

- Proven experience managing enterprise customer relationships across US and EMEA regions.

- Strong background in hospitality SaaS products or similar industry solutions is highly preferred.

- Deep expertise in setting up KPIs, SLAs, and metrics to measure support effectiveness.

- Excellent written and verbal communication skills in English.

- Strong presentation and stakeholder management skills.

- Ability to navigate and improve complex, cross-functional business processes.

- Highly organized self-starter with a strong attention to detail and commitment to excellence.

- Experience in working within US business hours/time zones is essential.

- Prior experience in the hospitality industry is a strong plus.

Why Join Us?

- Work with a global SaaS leader in the hospitality space.

- Be part of a high-impact leadership team.

- Drive innovation and transformation in customer support operations.

- Flexible work culture with a focus on results and learning.