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Director - Customer Support (US 05625)
US Delivery
Mumbai
About Us
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.
The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
Job Description
As Zycus expands our North American customer footprint and matures our organization, we are seeking a strategic, customer-focused Director of Customer Support to lead support operations for North American customers on our SaaS platform. This leader will own the design, execution, and continuous improvement of a world-class technical support experience, ensuring customer satisfaction, operational excellence, and team development.
As a member of the Customer Success Leadership team, you will collaborate across product, engineering, and customer success to improve support outcomes, reduce friction, and enhance product quality through continuous feedback loops.
As a member of the Customer Success Leadership team, you will collaborate across product, engineering, and customer success to improve support outcomes, reduce friction, and enhance product quality through continuous feedback loops.
Objective of the role & Key Outcomes of the role:
- Achieve and Maintain high CSAT (Customer Satisfaction) scores across the customer base
- Manage support processes, knowledge bases and staffing models to reduce response and resolution times from established baseline
- Drive increased customer usage of self service, community, and AI based support tools to reduce tickets volumes
- Drive strict adherence to contractual SLAs for ticket resolution
- Define and implement clear escalation processes and procedures to major issues or customer escalations
- Leverage data to identify ticket trends, product challenges and improvement opportunities to reduce ticket volumes
- Manage team structure and costs to deliver within defined Cost to Serve parameters
- Recruit. Train and retain high quality support talent
- Create clearly defined operating procedures, rapid onboarding processes and career paths with a training and growth plan for employees
Job Requirement
Competencies Required:
- Customer Centric Mindset: Ability to understand customer perspective, empathize with customer contacts during critical situations and drive effective internal collaboration to meet customer needs
- Technical Acumen: Understands SaaS software solutions including cloud architecture, system APIs and integrations and solution deployment models. Ability to understand and simplify complex issues and identify patterns for Product and Engineering.
- Strategic Leadership: Ability to clearly define and communicate a Technical Support vision and operating model, both within the support organization and cross functionally (Implementation, Product, Engineering) with further ability to effectively drive transformational change.
- Operational Execution: Metrics driven management approach with ability to implement scalable and consistent ticket tracking and closure processes.
- Analytical Mindset: Data driven decision maker with ability to drive to root cause and pattern identification. Ability to leverage data to drive internal organization alignment and response, and forecast future needs
- Strong Communicator: Clear, transparent and direct communicator with ability to manage complex and high pressure discussions
- People Leader: – Ability to identify, mentor and grow talent through structured and unstructured feedback mechanisms. Strong culture creator
- Support Tools Expertise: Familiarity with Salesforce Service Cloud and Jira, and ability to understand key customer ERP environments (SAP, Oracle, Workday, ServiceNow etc.)
Experience & Qualifications Required:
Must Have:
- 10+ years of experience in technical support, with 3+ years in a leadership role, preferably in a mission critical SaaS or cloud software environment.
- Experience managing a cost budget.
- Proven track record building and leading global technical support teams for Fortune 500 companies
- Proven experience defining and managing key support metrics using trend data such as Time to Resolution, Case Deflection Rate, First Contact Resolution Rate, CSAT etc.
- Hands‑on experience with Salesforce Service Cloud and JIRA and related reporting
- Experience and desire to manage a North American located customer base.
Ideal:
- Familiarity with Source to Pay processes and transaction flow
- Experience managing teams supporting ERP integrations, such as SAP and Oracle
- Experience in an environment with a tiered premium support revenue model (Standard, Gold, Platinum).
Nice to Have
- Certifications (e.g., ITIL, Salesforce Administrator, HDI-SCA).
- Hands on experience deploying AI agents and/or chatbots for support engagement