Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.
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Wood Mackenzie Brand Video
Wood Mackenzie Values
- Inclusive – we succeed together
- Trusting – we choose to trust each other
- Customer committed – we put customers at the heart of our decisions
- Future Focused – we accelerate change
- Curious – we turn knowledge into action
The Role
We are seeking a seasoned and visionary Director – Global Customer Support to lead our support operations from our hub in Delhi, India. This is a high-impact leadership role responsible for shaping and driving our global customer support strategy, ensuring world-class service delivery, and enabling scale through technology and process excellence.You will lead a globally distributed, 24/5 “round-the-sun” support team and play a critical role in evolving our customer support model to cover a broader range of complex customer queries, while improving speed, satisfaction, and resolution rates.
Key Responsibilities
Leadership & Strategy
- Lead and develop a global customer support team, managing operations across time zones to ensure continuous, high-quality support coverage.
- Serve as a key member of the Customer Organization leadership team, contributing to cross-functional retention and satisfaction goals.
Process & Operational Excellence
- Design and execute strategies to optimize workflows, increase First Contact Resolution (FCR), reduce response times, and improve CSAT scores.
- Implement and refine support performance metrics, dashboards, and reporting to track KPIs and drive accountability.
Technology & Innovation
- Champion the adoption of AI and automation technologies (e.g., chatbots, ticket triage, self-service tools) to increase team productivity and elevate the customer experience.
- Partner with Product, Engineering, and Digital teams to drive integration of tools like Salesforce, Intercom and knowledge management systems.
Insight & Continuous Improvement
- Analyse support query data to identify trends, root causes, and opportunities to improve the customer journey.
- Deliver actionable insights and structured feedback to Product, Research, and Content teams to influence roadmap priorities and product enhancements.
- Collaborate cross-functionally to reduce recurring issues, improve usability, and proactively address customer pain points.
Team Development & Capability Building
- Upskill the team to handle more complex customer queries through structured training and knowledge-sharing.
- Foster a culture of customer centricity, continuous improvement, and operational agility.
Cross-Functional Collaboration
- Work closely with Customer Success, Product Specialists, Research, and Commercial teams to ensure alignment on query ownership, escalation protocols, and customer journey improvements.
- Act as the voice of the customer, bringing external insights into internal strategy discussions.
Key Metrics for Success
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Response and Resolution Times
- Expansion of Query Complexity Coverage
- AI/Automation Adoption Rate
- Team Capability and Skills Uplift
About You
Experience & Skills
- 10+ years of experience in leading global customer support or service operations, ideally in B2B SaaS or information services.
- Proven track record of managing distributed, 24/7 global teams and scaling operations in high-growth environments.
- Demonstrated success in deploying technology (AI, automation, knowledge management, CRM platforms) to optimize support delivery.
- Expertise in process improvement methodologies (e.g., Lean, Six Sigma) and data-driven decision making.
- Excellent communication, stakeholder management, and change leadership skills.
Mindset & Approach
- A customer-first mindset with a passion for enabling great experiences at scale.
- A strong operational leader with a bias for action and continuous improvement.
- Strategic thinker who can align team efforts with broader business goals.
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.govIf you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
