NICE Director Customer Support 

India, Maharashtra, Pune 

703838360

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 clear SLAs and performance metrics, ensuring that the cloud support team meets or exceeds them
• Implement and oversee the use of monitoring tools and reporting systems to track cloud service health and performance
• Ensure smooth integration and collaboration between cloud support and other departments (e.g., R&D, Sales, Customer Success)

Collaboration with Cross-functional Teams

• Work closely with product management, engineering, and sales teams to ensure customer needs are understood and supported
• Provide input into the development of new cloud products and services to ensure supportability and customer satisfaction
• Collaborate with the product and engineering teams to improve cloud solutions based on customer feedback and support trends

Cloud Infrastructure & Tools Management

• Oversee the tools and technologies used for cloud support, ensuring they are efficient, automated and scalable
• Ensure the team is fully trained and equipped with the tools necessary for effective cloud support
• Evaluate and recommend new cloud technologies or processes to improve support delivery

Budget & Resource Management

• Manage the customer support department’s budget, ensuring proper allocation of resources to meet business needs
• Forecast resource requirements and allocate resources effectively to handle customer demand
• Ensure cost-effective operations while maintaining high-quality service

Compliance & Security

• Ensure that cloud support operations comply with relevant legal, regulatory, and security standards
• Work with security teams to address any security-related customer concerns or incidents within cloud environments
• Develop and enforce best practices for data protection and privacy

Reporting & Communication

• Provide regular reports to executive leadership on cloud support performance, including customer satisfaction, escalations, resource utilization, and cost
• Monitor, report, and drive improvements across support metrics (CSAT, NPS, FRT, TTR, resolution rate). Use data to continuously improve the customer experience.
• Ensure clear and effective communication within the support team and with other internal stakeholders

Continuous Improvement

• Drive initiatives to continuously improve the cloud support process and the overall customer experience

• Prepare support systems for continued global growth, product expansion, and increased customer complexity.

• Lead post-mortem and root cause analysis after major incidents or service disruptions, implementing corrective actions

Have you got what it takes?

• Proven leadership experience (typically 10+ years) in cloud support or related fields, with a strong background in managing cloud-based infrastructure and teams.
• Leadership experience in building and managing high-performance teams.
• Strong understanding of cloud technologies (AWS, Azure, GCP) and how they relate to customer support needs.
• Ability to collaborate with cross-functional teams including product, engineering, and sales.
• Excellent communication and problem-solving skills.
• Customer-focused mindset with a deep understanding of CSAT and NPS metrics.
• Ability to manage budgets and resources effectively.
• Experience in working with global teams and cross-cultural environments.
• This role requires a strong balance of strategic leadership, operational efficiency, and customer-centric focus.