Manager, Client Support Operations
New
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- People ManagementSaaS
Requirements
- 6+ years of experience in technical support, application support, or client services
- 2+ years of people management experience
- Experience handling escalated client issues
- Strong ability to interpret operational metrics and service data
- Experience working cross-functionally with Product, Engineering, or Platform teams
- Familiarity with enterprise software, SaaS, or healthcare technology
- Knowledge of ITIL or other service management frameworks
- Strong leadership, communication, and stakeholder management skills
- Ability to manage competing priorities in fast-paced environments
- Bachelor’s degree in relevant field or equivalent experience
Responsibilities
- Lead, coach, and develop Client Support Operations team members
- Oversee day-to-day support operations
- Own team performance against service levels and client satisfaction metrics
- Manage complex escalations
- Use operational data and analytics to identify risks and improvements
- Drive root cause analysis and corrective action plans
- Partner cross-functionally with Product, Engineering, and Platform teams
- Ensure adherence to documentation standards and knowledge management
- Support operational readiness for new products
- Present performance insights and issue trends to leadership
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