Designation : Customer Support Director

Location: Bangalore (Work from Office)

About the Role

We are seeking an experienced and dynamic Customer Support Director to lead our international Customer Support Operations and Excellence Center based in Bangalore. This leadership role is responsible for driving operational excellence, customer satisfaction, process optimization, and people development across in-house and outsourced customer support teams.

The ideal candidate will have extensive experience managing large-scale international contact centers, leading high-performing teams, and delivering strategic initiatives that enhance customer experience and operational efficiency.

Key Responsibilities

Strategic Leadership

- Execute short-term (1 year) and long-term (3+ years) Customer Support strategies aligned with business objectives.
- Drive operational efficiency, customer satisfaction, and service excellence initiatives.
- Build and maintain strong cross-functional relationships with internal and external stakeholders.
- Lead transformation initiatives to improve customer support processes and service delivery.

Operations Management

- Oversee day-to-day operations of Customer Support and Shared Services teams across in-house operations and outsourced partners.
- Ensure standardized processes, policies, and SOPs are documented and consistently followed.
- Monitor and drive operational KPIs including:
- Service Levels
- Productivity
- Schedule Adherence
- Quality
- Customer Satisfaction

- Conduct weekly, monthly, and quarterly business and performance reviews.

Leadership & Team Development

- Lead, coach, and mentor Customer Support managers and leadership teams.




- Foster a collaborative, customer-centric, and high-performance culture.
- Drive employee engagement and talent development initiatives.
- Enable teams with the right skills, training, and career development opportunities.

Customer Experience

- Monitor customer feedback, CSAT, and service quality metrics.
- Identify trends and implement continuous improvement initiatives.
- Partner with cross-functional teams to enhance customer journeys and operational effectiveness.

Budget & Performance Management

- Support the Managing Director in planning and managing departmental budgets.
- Drive cost optimization while maintaining high service quality.
- Manage vendor relationships and outsourced operations.
- Monitor workforce planning, forecasting, recruitment, utilization, and productivity.
- Present data-driven insights and performance reports to senior leadership.

Desired Candidate Profile

Education

- Bachelor's or Master's Degree.
- Higher qualification in Travel, Hospitality, Business Management, or related disciplines preferred.

Experience

- 5-7 years of experience leading international Customer Support or Contact Center operations.
- Minimum 5 years of people leadership experience managing large teams.




- Experience managing in-house and outsourced customer support operations.
- Experience handling large operational budgets and workforce planning.
- Process Excellence / Lean Six Sigma experience is an added advantage.

Key Skills

- Customer Support Operations
- Contact Center Management
- Customer Experience (CX)
- Service Delivery
- Operations Management
- Stakeholder Management
- Team Leadership
- People Development
- Vendor Management
- Workforce Management
- Budget Management
- KPI Management
- Performance Management
- Process Improvement
- Lean Six Sigma
- Change Management
- Operational Excellence
- Forecasting & Capacity Planning
- Quality Management
- Customer Satisfaction (CSAT)

What We're Looking For

- Strong leadership and people management capabilities.
- Excellent communication and stakeholder management skills.
- Energetic, positive, and customer-focused mindset.
- Ability to thrive in a rapid-paced, dynamic environment.
- Strong decision-making and problem-solving skills.
- High level of ownership with a hands-on leadership approach.
- Fluent in English.

Employee Benefits

- Free door-to-door transportation (24x7).
- Comprehensive Medical Insurance for Self, Spouse, Children & Parents/Parents-in-law.
- Personal Accident & Term Life Insurance.
- World-class office infrastructure with cafeteria and recreation areas.

Interested?

If you are passionate about building world-class customer support operations and leading high-performing global teams, we'd love to hear from you.

Interested applicants can contact HR Pradeep at (phone hidden) to discuss the role and interview process.

📌 Director Customer Experience Operations | Leading Travel Company !! (Bengaluru)
🏢 Jobshore Placement Services Bangalore
📍 Bengaluru