Francesco Catapano is an accomplished Global Leader with more than 12 years of experience in Customer Support, Operations, and SaaS organizational development. As Global Director of Customer Support & Concierge Services, he leads diverse international teams by setting long-term strategic goals, driving performance through efficiency and satisfaction metrics, and strengthening collaboration with managers and external partners. Francesco champions a culture of quality and customer delight, while also ensuring the voice of the customer informs company-wide strategies and improvements. He is passionate about continuous innovation, leveraging his expertise to enhance processes, KPIs, and training programs that deliver tangible business results. Fluent in five languages and with deep experience managing multilingual operations across worldwide time zones, Francesco combines operational excellence, people development, and strategic vision to create lasting impact in global organizations.