Senior Manager - Support Operations

We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers

and ensuring timely, high-quality resolutions to technical issues.

providing guidance, mentorship, and support to ensure exceptional customer

service.

Shift Management: Oversee night shift operations, ensuring optimal staffing,

workload distribution, and timely responses to customer inquiries.

Customer Escalations: Handle complex escalations, working closely with

engineering, product, and other cross-functional teams to resolve high-priority

issues.

Performance Monitoring: Establish and track key performance indicators

(KPIs) for the team, including response times, resolution times, and customer

satisfaction metrics.

24x7 Support Strategy: Contribute to the design and implementation of 24x7

support processes, optimizing efficiency and ensuring alignment with global

support operations.

Training & Development: Identify skill gaps within the team and coordinate

necessary training and development programs to enhance technical and soft

skills.

Continuous Improvement: Drive continuous improvement initiatives,

leveraging customer feedback and support data to optimize processes and

deliver a superior customer experience.

Collaboration: Work closely with other regional support teams to ensure

knowledge sharing and consistency across support operations globally.

Reporting: Prepare and present regular reports on team performance,

operational challenges, and customer satisfaction to senior leadership.