Associate Director​/Director - Customer Support Operations Global

Position: Associate Director/Director - Customer Support Operations [Global]
Location: Bengaluru

Reports to :
Senior VP – Customer Experience

About Lead Squared:

One of the fastest growing SaaS companies in the CRM space, Lead Squared empowers organizations with the power of automation. More than 1800+ customers with 2.50 lakhs users across the globe utilize the Lead Squared platform to automate their sales and marketing processes and run high velocity sales at scale.

Known for its verticalized, industry-centric solutions, Lead Squared serves EdTech, Education, Healthcare, BFSI, Real Estate, Automotive, and Hospitality industries. The company is headquartered in Bengaluru with a local presence in New Jersey, Philippines, South Africa, Australia, and Indonesia.

The Role:

You will lead and scale operational excellence for Lead Squared’s global customer support and experience processes. You will be responsible for driving effective service delivery, optimizing global support workflows, enhancing customer experience metrics (e.g., CSAT/NPS), and building world-class operational capabilities across regions.

Key Responsibilities:

Operational Leadership & Strategy

- Define and execute the global support operations strategy to ensure scalable, efficient, and consistent support delivery across all customer segments and regions.
- Lead the design, implementation, and governance of support frameworks, SLAs, escalation protocols, and performance standards.
- Partner with senior leadership to align CX operations with organizational priorities and customer experience goals.

Global Support Operations

- Oversee end-to-end support operations including L1/L2 support, escalation handling, ticket lifecycle management, and quality assurance.
- Drive operational improvements that reduce resolution times, improve first-contact resolution, and enhance operational KPIs (CSAT, TAT, NPS).
- Develop global support models that ensure 24/7 coverage with cultural awareness and timezone-optimized team structures.

Process, Tools & Technology

- Implement and optimize support platforms, workflows, and analytics tools to enable data-driven decision-making.
- Standardize documentation, knowledge bases, playbooks, and automated routing/escalation procedures.
- Champion adoption of automation, AI, and self-service solutions to improve efficiency and consistency.

Cross-Functional Enablement

- Collaborate with Product, Engineering, Customer Success, and Sales teams to ensure operational readiness for releases, product enhancements, and major customer initiatives.
- Share customer insights and operational metrics to influence product roadmap and service improvements.

Team Leadership & Development

- Build, mentor, and lead a diverse, high-performing global team of support operations leaders, analysts, and regional managers.
- Establish clear performance objectives, career development plans, and coaching frameworks for your teams.

Customer Advocacy & Continuous Improvement

- Serve as an operational advocate for the customer internally; leverage VOC data to identify opportunities for systemic improvement.
- Lead initiatives to enhance self-service, reduce churn, and create predictable support outcomes that align with customer expectations.

Requirements:

- 10+ years of experience in support operations, customer experience, or post-sales leadership roles in SaaS or technology companies.
- Proven experience managing global support teams and driving operational transformation at scale.
- Strong operational and analytical skills with a data-driven mindset.
- Excellent leadership, stakeholder management, and cross-functional collaboration abilities.

- Experience with support and CRM tools (e.g., Service CRM, Zendesk, Salesforce, Jira) and analytics platforms.
- Ability to design and implement processes, automate workflows, and scale operational excellence globally.

Why Should You Apply?

- Lead global operational transformation at a fast-growing SaaS company.
- Opportunity to build and scale support operations teams and processes offering measurable impact on customer experience.
- Work closely with cross-functional leaders to shape the future of support and CX for a diverse international customer base.
- A culture of ownership, learning, and innovation
- Collaborative, fast-paced, and learning-driven work environment
- Work with a strong leadership team

Interested?

If this role sounds like you, then apply with us! You have plenty of room for growth at Lead Squared.