Senior Support Manager

• Bachelor's Degree in Business, Finance or Computer Science or relevant work experience 
• 8+ years in customer service or technical support management, ideally in financial environments with overall experience in the IT Industry between 12-15 Years
• Experience in Managing the teams and working in a Matrix Environment
• Proficient with Salesforce or similar ticketing systems. 
• Hands-on experience with AI tools and implementing AI in support operations. 
• Strong client-facing communication and interpersonal skills. 
• Excellent problem-solving, critical thinking, and attention to detail. 
• Proven ability to lead, mentor, and develop high-performing teams. 
• Adaptable, organized, and effective in fast-paced, dynamic settings. 
• Deep commitment to customer service excellence and empathetic client support. 
• Required to work in U.S shifts or as defined by assigned requirements 
• Willingness to be on-call on holidays or weekends or as required by the business 

Nice-to-Have Skills: 

• Familiarity with ERP systems like NetSuite, Oracle, SAP 
• Strong knowledge of databases (Postgres, SQL, Oracle) 
• Experience with cloud-based solutions and infrastructure 
• Knowledge of ITIL processes and best practices 
• Passion for technology and customer success