Global Director of Customer Service

  • Full Time
  • Dubai
  • Posted 1 month ago

Sana Commerce

At Sana Commerce we’re committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we’re on a mission to deliver elite customer service and keep our product organization running smoothly as we continue to scale. And we need a Global Director of Customer Service & Product Operations to lead the charge!

What you’ll be doing:
Building and leading a world-class, scalable global customer service team through hiring, engagement, and development;
Adopting the knowledge-centered service (KCS) methodology to ensure optimal service delivery;
Shifting to a “follow-the-sun” schedule with customer service hubs in the Americas and EMEA/APAC regions to provide 24/7 coverage;
Defining and executing a customer service vision and strategy that incorporates feedback from customers, employees, and partners, while fostering a strong customer-centric culture;
Implementing a product enhancement plan to ensure our offerings are always top-notch.

What you’ll bring:
At least 10 years of experience in customer service and product operations, with at least 5 years in a leadership position.
A proven track record of decreasing the time to fix for SaaS customers and increasing customer satisfaction, ideally within the SaaS industry.
An agile mindset to drive global customer service or product operations changes within the company.
A completed Bachelor’s and/or Master’s degree.
(Near) Native-level fluency in English.

What you’ll get:
The opportunity to lead a global customer service and product operations organization within a fast-growing SaaS scale-up;
A global and customized team onboarding program (9,1/10 rated by previous new hires);
Personal development opportunities;
Up to 3 weeks “work from anywhere” per year;
Being part of a 50% year-over-year growth software company.

Who we are:

So, what does it mean to be a part of the Sana Commerce team?
Entrepreneurial. Sana Commerce exists today because a few people had a great idea and brought that idea to life.
Result-driven. We also know that being result-driven is about more than just KPIs. It’s about creating value, tackling challenges head-on, and supporting our colleagues in reaching their goals.
Customer-centric. We’re in it for the long haul. Through good times and bad, we stick together because we believe in our product, our promise, and our people.
Team spirit. At Sana Commerce, everyone is eager to help their colleagues and success is always a team effort.
Learning mindset. Sana Commerce people are constantly looking to improve and challenge their existing knowledge base.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, we encourage people who share our vision and look forward to growing with us to apply. Make sure to include a short cover letter to explain why you’d be a great fit for this role. Apply now!

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