Senior Manager Product Support
IN-MH-Pune
India Careers
Req #: 15783
Type: Regular
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Overview: 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. Responsibilities: 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 Qualifications: * 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) #LI-Onsite