Senior Manager Customer Support

6 days ago

Bengaluru, Karnataka, India ITILITE Full time

About ITILITE

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Learn more: itilite.com

Role Overview

We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

Working Model: Work from Office

Schedule: US Shift Timings

Key Responsibilities:

Team Leadership & People Management


• Lead and mentor a 10–20+ member US-based support team, fostering high performance.


• Manage full-cycle hiring with HR, from sourcing to onboarding.


• Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.


• Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling


• Oversee the resolution of complex customer issues by managing all escalated cases.


• Lead daily team briefings to address performance gaps and share critical updates.


• Ensure business continuity by providing operational support during weekends when required.


• Strategically manage workforce scheduling, approving leave and time-off requests to maintain

optimal coverage.

Quality, Process, & Performance Improvement


• Lead daily quality audits of calls and chats to assess performance and uphold exceptional

service standards.


• Champion operational excellence by identifying process, training, and product improvements,

and leading strategic change execution.


• Leverage data insights on productivity and behavior to drive personalized coaching and

professional development.


• Ensure fair and accurate incentive payouts through meticulous oversight of calculations and

timelines.


• Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

Reporting & Cross-Functional Collaboration


• Deliver strategic insights through weekly ARC Sales Report analysis and distribution.


• Align cross-functional teams on performance goals for cohesive execution.


• Serve as primary contact for technical and product inquiries, ensuring swift resolution.


• Optimize Freshdesk configurations and

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