What you will be doing
Leadership & Team Management
- Define and execute the global customer support strategy aligned with business goals, customer success metrics, and operational efficiency.
- Lead and manage the customer support team across multiple regions, ensuring alignment with company goals and customer needs
- Build, lead, mentor, and scale a geographically distributed support team (Tier 1-3) off over 100 staff. Establish clear goals, performance metrics, and career development plans.
- Promote a culture of collaboration, accountability, and continuous improvement within the team

Strategic Direction & Planning
- Develop and implement strategic plans to improve cloud support operations, ensuring scalability and efficiency as the business grows
- Collaborate with senior leadership to align cloud support objectives with overall company strategy
- Manage the performance and effectiveness of the cloud support team, tracking KPIs and ensuring that customer expectations are met or exceeded

Customer Support Excellence
- Act as the voice of the customer internally.



Collaborate with Product, Engineering, and Customer Success to ensure issues are addressed and feedback is looped into product development.
- Oversee the resolution of high-priority customer support cases, ensuring timely and effective solutions
- Ensure the team is proactive in identifying and addressing potential issues before they impact customers
- Act as the escalation point for complex or critical customer issues, working with internal teams to resolve them quickly
- Monitor and analyze CSAT (Customer Satisfaction) and other feedback metrics to identify trends and areas for improvement

Operational Efficiency
- Drive operational efficiency by implementing best practices, tools, automation and processes to streamline support operations
- Establish transparent SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them
- Implement and oversee the use of monitoring tools and re

📌 Director, Customer Support (Pune)
🏢 inContact
📍 Pune