Senior Manager of Support

We are seeking a skilled and experienced Sr Manager of Support to lead our support services division in India. The successful candidate will be responsible for overseeing the delivery of world-class support services, managing client relationships, driving operational excellence, and ensuring the highest levels of customer satisfaction.

You Will:

• Lead and develop a team of support professionals, including support engineers, technical specialists, and customer service representatives, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional support services.
• Build and maintain strong relationships with clients, understanding their support needs and ensuring timely resolution of issues and requests.
• Define and implement support processes and procedures to ensure efficient and effective service delivery, including incident management, problem resolution, and service request fulfillment.
• Monitor and analyze support metrics and KPIs to track performance, identify areas for improvement, and drive continuous improvement initiatives.
• Collaborate with product development and quality assurance teams to escalate and prioritize customer issues, facilitate resolution, and ensure timely delivery of fixes and enhancements.
• Develop and implement strategies to enhance customer satisfaction and loyalty, including proactive communication, customer feedback programs, and service improvement initiatives.
• Manage the financial aspects of the support services division, including budgeting, forecasting, and cost management, to ensure the division operates within budget and achieves financial targets.
• Ensure compliance with relevant industry regulations and standards, as well as internal policies and procedures, to maintain the highest levels of service quality and customer satisfaction.
• Comfortable with a On-call shift for escalations.
• Foster a culture of teamwork, collaboration, and continuous learning within the support services team, promoting professional development and knowledge sharing.
• Stay abreast of industry trends, emerging technologies, and best practices in customer support and service management, and leverage this knowledge to drive innovation and excellence within the organization.

You’ll Have:

• At least 3-5 years experience in a Manager or Senior Manager role.
• Proven track record of success in a leadership role within a technical support or customer service organization, preferably in the software industry.
• Strong understanding of support processes and methodologies, including incident management, problem resolution, and service request fulfillment.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and build strong relationships with clients.
• Strong experience in performance management.
• Experience managing financial aspects of a business, including budgeting, forecasting, and cost management.
• Strong analytical and problem-solving skills, with the ability to analyze support metrics and KPIs to drive performance improvements.
• Commitment to customer satisfaction and continuous improvement, with a focus on delivering exceptional support services and building long-term customer relationships.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
• Overlap with the US workday is required.
• Experience with FTS, 24x7 processes and critical situation management.
• Experience hiring strong talent.
• Bachelor’s degree in Computer Science, Information Technology, or a related field; MBA or advanced degree preferred.