Director - Customer Support

Requirements

- Will operate within a US Time Zone

- 10+ years of leading teams handling Customer Support /Customer Experience for a SAAS so<ware global organisa7on, including training, and hypercare for enterprise customers

- Experience in managing ongoing customer rela7onships with global enterprise customers largely in the US and EMEA regions

- Ability to establish KPI's and metrics to drive efficient customer support

- Excellent communica7on skills in English, both wriTen and verbal

- Well-organized self-starter with an excellent work ethic, aTen7on to detail, and a desire to learn

- Outstanding wriTen and verbal communica7on/presenta7on skills

- Strong listening skills with the demonstrated ability to ask effec7ve ques7ons, dive deep, understand and improve complex, mul7-func7on business processes

- Proven track record of leading the Customer Support ver7cal of a Hospitality (or Similar) SaaS so<ware products or solu7ons to large and mul7faceted global companies

- Experience of having worked within the hospitality industry would be a definite plus