Director Customer Support

Job Description

Job Title:

Director, Customer Support
Location:

Bengaluru, KA
Experience Required:

12 to 14 Years
Industry:

SaaS / Customer Support

**Are you a seasoned leader in customer support with a passion for enhancing customer experience and driving team excellence? Join us as a

Director of Customer Support

and lead our India team to deliver exceptional support experiences for a global SaaS organization.

About the Role

As the

Director of Customer Support , you will:

Lead and scale a high-performing customer support team.
Drive strategic initiatives to enhance customer satisfaction (CSAT) and Net Promoter Score (NPS).
Collaborate with North American leadership to align strategies and ensure seamless operations.
Oversee daily operations, coach team members, and manage team performance.
Develop and execute proactive measures to address customer pain points and improve service delivery.
Spearhead initiatives that optimize omnichannel support (phone, chat, email).
Build a culture of innovation, continuous improvement, and accountability.

This role is ideal for a dynamic leader passionate about customer success, operational efficiency, and people development.

What You’ll Do

Strategize and implement plans to achieve business outcomes and enhance customer experience.
Lead the India Support team, ensuring productivity, quality, and real-time coverage.
Collaborate across global teams to align on goals and address escalations.
Recruit, coach, and retain top talent to foster a high-performing team culture.
Analyze data to drive decisions, manage risks, and improve processes.
Partner with cross-functional teams to ensure product readiness and optimize customer journeys.
Engage in strategic customer discussions, offering management and guidance.

What You’ll Bring

Experience : 8+ years leading customer support/contact center teams, ideally in SaaS or software support.
Skills : Strong English communication, strategic thinking, and ability to manage omnichannel support.
Knowledge : Deep understanding of customer satisfaction metrics (CSAT, NPS) and root cause analysis.
Leadership : Proven ability to motivate teams, foster collaboration, and manage performance.
Financial Acumen : Experience with P&L management, budgeting, and expense control.
Adaptability : Resilience in fast-paced environments and ability to manage change effectively.
Technical Expertise : Familiarity with SaaS products and the ability to develop in-depth product knowledge.

Why Join Us?

Opportunity to lead a high-impact team.
Collaborate with a global leadership team and shape customer support strategies.
Contribute to the success of a dynamic, fast-growing SaaS company.
Competitive compensation and professional growth opportunities.