Senior Manager - Technical Support

New

IndiaFull-TimeManager

Salary not disclosed

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Job Details

5+ years of experience in leadership roles within technical support or customer support organizations.
Proven ability to manage high-performing, client-facing support teams in fast-paced environments.
Strong experience in handling escalations and resolving complex technical customer issues.
Excellent leadership skills with experience in coaching, performance management, and team development.
Strong understanding of multi-channel support operations (chat, phone, email, and portals).
Experience working with tools such as Salesforce Service Cloud and Jira.
Familiarity with reporting and analytics tools such as Power BI or Salesforce reporting.
Strong communication skills with the ability to engage effectively with clients and executive stakeholders.
Experience in cross-functional collaboration and leading organizational change initiatives.

Lead and scale global technical support teams, ensuring effective 24/7 service coverage across multiple communication channels.
Oversee operational performance for assigned product suites, ensuring SLA and contractual commitments are consistently met.
Drive recruitment, onboarding, training, and continuous development of high-performing support teams.
Manage performance evaluation processes, including coaching, feedback, and handling underperformance.
Own senior-level escalations and ensure timely resolution of complex customer issues.
Partner with product, engineering, and implementation teams to resolve systemic issues and improve service quality.
Lead strategic initiatives focused on process improvement, operational efficiency, and customer experience enhancement.
Monitor and manage key KPIs including response time, resolution time, and customer satisfaction.

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