Senior Manager Product Support

The Senior Manager, Technical Support, reporting to the Director of Global Support Operations, will lead a team of support professionals to deliver exceptional technical assistance to customers. This role manages daily operations, optimizes support processes, and drives cross-functional collaboration to enhance customer satisfaction. Additionally, the Senior Manager will help shape and implement strategies to improve support services and elevate the overall customer experience.

Team Leadership

• You will lead a team of technical support professionals, including first-line managers and leads
• Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture

Technical Support Operations

• You will oversee daily support operations to ensure effective issue resolution
• Implement and increase support processes to drive efficiency and meet SLA targets
• Collaborate with global teams to improve KPIs and enhance the customer experience

Customer Interaction

• You will manage escalations, providing expert guidance to resolve complex technical issues
• Engage with customers to understand challenges, identify root causes, and deliver effective solutions
• Communicate technical concepts clearly to both technical and non-technical stakeholders

Cross-Functional Collaboration

• You will partner with product, sales, marketing, and training teams to share insights and improve product and service delivery
• Align support strategies with our goals through active participation in cross-functional initiatives

Performance and Reporting

• You will analyze support metrics and customer feedback to identify trends and improvement opportunities
• Deliver regular performance reports and insights to senior leadership

Continuous Improvement

• You should champion initiatives that improve support quality, efficiency, and customer satisfaction
• Stay current with industry trends to introduce innovative solutions and best practices

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
• 12+ years of experience building a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams
• Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
• Proficient in CRM platforms (e.g., Salesforce, ServiceNow) and experienced in managing multi-channel support (chat, phone, email, portal)
• Skilled in support process engineering and service improvement
• Analytical mindset with the ability to analyze complex technical problems and develop effective solutions.
• Experience with customer relationship management (CRM) software and support ticketing systems.
• Excellent knowledge of CRM tools like Salesforce, Service now etc.
• Flexibility to work in rotational night shifts(Work from office 5 days a week)