Customer Support Manager

We are looking for an experienced Global Customer Support Manager to lead our India-based support team, strengthen support operations, improve customer experience, and act as a key connection point between Customer Support, Product, and Engineering.

As the Global Customer Support Manager, you will lead and develop a team of frontline technical support specialists responsible for supporting the customers globally. You will be responsible for ensuring that customer issues are handled efficiently, accurately, and with a strong customer-first approach. The role combines people leadership, technical troubleshooting, operational management, performance analysis, and cross-functional collaboration. The ideal candidate is a hands-on leader who can coach and develop support specialists while also identifying opportunities to improve processes, reduce recurring issues, and enhance the overall customer experience.

The core responsibilities for the job include the following:

Team Leadership and Development:

• Lead, mentor, coach, and develop the customer support team.
• Set clear performance expectations and regularly monitor individual and team performance.
• Support hiring, onboarding, training, and ongoing development of support team members.
• Foster a customer-first culture focused on ownership, accountability, collaboration, and continuous improvement.
• Manage team schedules and ensure appropriate global support coverage.

Customer Support Operations:

• Oversee day-to-day support operations and ensure customer inquiries are handled within defined SLAs.
• Establish and improve support processes, workflows, and escalation procedures.
• Monitor ticket volumes, workload, response times, resolution times, and team capacity.
• Identify operational gaps and implement improvements to increase efficiency and reduce support backlog.
• Ensure consistent and high-quality customer communication across support channels.

Technical Support and Escalations:

• Act as the escalation point for complex technical issues and high-priority customer concerns.
• Support the team in troubleshooting application, integration, API, and platform-related issues.
• Work closely with engineering and product teams to investigate and resolve complex or recurring issues.
• Ensure appropriate escalation and follow-up until issues are fully resolved.

Performance and Reporting:

• Define and monitor key support metrics, including SLA compliance, First Response Time (FRT), resolution time, ticket backlog, CSAT, and customer trends.
• Analyze support data to identify trends, recurring issues, and opportunities for improvement.
• Provide regular reporting and insights to leadership.
• Use data and customer feedback to drive improvements in team performance and customer experience.

Knowledge Management:

• Develop and maintain internal support documentation, troubleshooting guides, and training materials.
• Ensure the team has access to accurate and up-to-date knowledge resources.
• Collaborate on maintaining and improving the customer-facing Help Center and support documentation.
• Identify recurring customer issues and develop resources to reduce repetitive support requests.

Customer and Product Advocacy:

• Act as the voice of the customer within the organization.
• Collect and communicate customer feedback, recurring issues, and feature requests to Product and Engineering.
• Identify product or process improvements based on customer interactions and support data.
• Partner with cross-functional teams to improve the overall customer journey.

Requirements:

• 3+ years of experience in customer/technical support, with at least 2 years in a team leadership or management role.
• Experience managing L1/L2 technical support teams, preferably in a SaaS environment.
• Experience supporting B2B or enterprise customers is preferred.
• Experience working with globally distributed teams and customers is a plus.

Technical Skills:

• Strong understanding of SaaS applications and technical troubleshooting.
• Comfortable working with APIs, integrations, databases, and basic software troubleshooting.
• Experience with help desk/ticketing platforms such as Zendesk, Intercom, ServiceNow, or similar tools.
• Familiarity with CRM platforms such as Salesforce or HubSpot.
• Comfortable working with collaboration tools such as Slack.
• Understanding of Jira or similar tools for working with engineering teams.

Leadership and Analytical Skills:

• Strong people-management and coaching skills.
• Ability to use support data and metrics to identify trends and drive improvements.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong sense of ownership and accountability.

Communication:

• Excellent written and verbal English communication skills.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Strong customer-facing communication and conflict-resolution skills.
• Ability to collaborate effectively with global teams across different functions and time zones.