Customer Support Manager

4 weeks ago

NCR, India Headspace Hr Full time

Key Responsibilities

Support Ticket Management

  • Oversee all Zendesk support tickets (L1, L2, L3) triage, assign, and track progress.
  • Perform root cause analysis (RCA) for recurring or critical customer issues.
  • Define and standardize ticket workflows and processes in Zendesk.
  • Track and maintain SLA adherence, KPIs, and performance metrics for all tickets.
  • Generate and share weekly, monthly, and quarterly reports with customers and internal stakeholders.

Customer Relationship Management

  • Own and lead all post-sales activities
  • Conduct regular customer calls, QBRs, and executive reviews to align on strategic goals and Support metrics.
  • Serve as the primary customer advocate, managing relationships with enterprise customers and partners.
  • Set the strategic vision for the Support team and ensure long-term retention and growth.

Technical Expertise

Provide hands-on support and guidance in troubleshooting complex networking issues.

Deep expertise in:

  • Experience in Leading Customer Support Team
  • Layer 2 & 3 protocols (BGP, OSPF, VLAN, VXLAN, LACP, 802.1Q)
  • Experience in Data Centers
  • SONiC network operating system
  • Collaborate closely with engineering and product teams to escalate and resolve advanced issues.

Leadership & Cross-Functional Collaboration

  • Lead and mentor the Customer Support Team, ensuring consistent delivery excellence.
  • Act as the bridge between Customer Support, Engineering, and Product teams for continuous improvement.
  • Define, document, and enforce best practices for customer Support processes, escalation paths, and reporting.
  • Partner with Product Management to provide customer feedback for roadmap prioritization.

Qualifications & Skills

  • Bachelor's degree in Computer Science, Networking, or related field (Master's preferred).
  • 5+ years of experience in Customer Support, Technical Support, or Networking roles.
  • Solid understanding of L2/L3 networking protocols: BGP, OSPF, VXLAN, VLAN, LACP, 802.1Q.
  • Proven experience with ticketing systems (Zendesk preferred) and support operations.
  • Strong analytical and problem-solving skills for RCA and escalation management.
  • Exceptional communication and relationship-building skills with enterprise customers.
  • Demonstrated ability to lead teams and drive cross-functional alignment.

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