Director, Customer Support

Multiplier
Bengaluru, Pune
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 12+ yearsSkills: ["People leadership","Executive communication","Data-driven mindset","Ownership","Continuous improvement"]

Lead and scale a global Customer Support organization, managing managers across multiple teams, products, and processes. Own the global support strategy and escalations for complex, high-impact customer issues while championing the voice of the customer. Drive operational excellence through SLAs, workflows, capacity planning, and metrics like CSAT and NPS. Partner with Product, Engineering, Customer Success, Sales, and Compliance to improve usability and feedback loops, and oversee documentation and enablement on HR/payroll/benefits domain knowledge.

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FursaFursa
Multiplier
Multiplier
1 month ago

Director, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead and scale a global Customer Support organization, managing managers across multiple teams, products, and processes. Own the global support strategy and escalations for complex, high-impact customer issues while championing the voice of the customer. Drive operational excellence through SLAs, workflows, capacity planning, and metrics like CSAT and NPS. Partner with Product, Engineering, Customer Success, Sales, and Compliance to improve usability and feedback loops, and oversee documentation and enablement on HR/payroll/benefits domain knowledge.
Location: Bengaluru, Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead and scale a global Customer Support organization, including managing managers across multiple teams, products, and processes.
  • •Coach, mentor, and develop Support Managers and senior ICs to build leadership benches.
  • •Define and execute the global customer support strategy across regions and time zones.
  • •Establish and optimize support workflows, SLAs, escalation models, and capacity planning using metrics like CSAT and NPS.
  • •Partner cross-functionally with Product, Engineering, Customer Success, Sales, and Compliance to improve roadmap decisions, usability, and customer feedback.
  • •Oversee documentation standards for internal playbooks and customer-facing knowledge bases.

Key Requirements

  • •12+ years of experience in Customer Support, Customer Experience, or Operations within a SaaS environment.
  • •3+ years managing managers, preferably across multiple products, regions, or processes.
  • •Strong domain experience in HR, Payroll, Benefits, or adjacent fintech/HRIS platforms.
  • •Proven ability to scale support organizations in fast-growing, complex environments.
  • •Strong executive communication skills and data-driven mindset using metrics to drive decisions.
Experience:12+ yearsSaaSFintechHRISGlobal support operations
Skills:People leadershipExecutive communicationData-driven mindsetOwnershipContinuous improvement
Tech Stack:ZendeskSalesforce

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor