Manager, Global Customer Support

2 weeks ago

pune, India Cornerstone OnDemand Full time
We're looking for a

Manager, Global Customer Support

This role is Office Based

Manager, Global Customer Support

Team: Global Customer Support Location: Pune Work Hours: We are a 24x7 Support Hub, the candidate needs to work non-standard business hours including night shifts based on business requirements.

Primary shift: 6PM IST – 3 AM IST Job Description Summary:

The Global Support Manager is responsible for ensuring the success of Cornerstone customers by effectively managing a team of Support Agents (Technical/Product Support Engineer) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide/mentor next cadre of leadership, while being the face of the organization to the wider world. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class support services.

Experience/Skills Required:

·Overall work experience of 10+ years, strong people management expertise of at least 4+ years in technical support management roles

·Strong understanding of customer support processes and best practices.

·Strong experience managing technical support professionals.

·Experience with support tools and phone systems.

·Excellent written and verbal communication skills.

·Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

·Continuously raises the bar on what defines customer service delivery.

·Excellent situational awareness in handling objections in dynamic customer environments.

·Leading cross-functional collaboration across global teams

·Self-motivated, takes initiative, assumes ownership, and runs programs with minimal supervision

·Drive stakeholder engagement across peers and senior management

·Ability to address and effectively engage large audiences and hold their interest

·Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development

·Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

·Strong Escalation management experience with multiple stakeholders including customers and product teams

·Demonstrate strong work ethic and advanced organizational skills

·Ability to develop and deliver creative business solutions for complex problems

·Ability to attract, hire, and retain high-performing support professionals

·Ability to work on competing priorities under tight timelines and delivery pressures.

·Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

·We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.

·Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

·Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals

·Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

·Ensure the delivery of high-quality technical and soft-skills training for direct reports

·Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

·Partner with other regional support teams to ensure that GCS KPI targets are met/exceeded

·Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

·Ensure that the support center adheres to industry standards and best practices

·Manage workflows and schedules for direct reports and ensure adequate workload coverage

·Deliver regular reports that provide qualitative and quantitative descriptions of business performance

·Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

·Develop and maintain Support procedures and policies

·Advocate for customers and define ways to continually add value to the customer experience

·Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group

·Foster a culture of continuous improvement, performance excellence, and teamwork within the support center

·Empower and install confidence in team members to enable them to grow

·Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues

·Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.

#LI-Onsite

  • Manager, Global Customer Support

    16 hours ago

    Pune, Maharashtra, India Cornerstone OnDemand Full time

    We're looking for a Manager, Global Customer Support This role is Office Based Manager, Global Customer Support Team: Global Customer Support Location: Pune Work Hours: We are a 24x7 Support Hub, the candidate needs to work non-standard business hours including night shifts based on business requirements. Primary shift: 6PM IST – 3 AM...

  • Manager, Global Customer Support

    2 months ago

    Pune, India Cornerstone OnDemand Full time

    We're looking for a Manager, Global Customer Support This role is Office Based Manager, Global Customer Support Team: Global Customer Support Location: Pune Work Hours: We are a 24x7 Support Hub, the candidate needs to work non-standard business hours including night shifts based on business requirements. Primary shift: 6PM IST –...

  • Manager, Global Customer Support

    2 weeks ago

    Pune, India Cornerstone OnDemand Full time

    We're looking for a Manager, Global Customer Support This role is Office Based Manager, Global Customer Support Team: Global Customer Support Location: Pune Work Hours: We are a 24x7 Support Hub, the candidate needs to work non-standard business hours including night shifts based on business requirements. Primary shift: 6PM IST –...

  • Manager, Global Customer Support

    2 months ago

    pune, India Cornerstone OnDemand Full time

    We're looking for a Manager, Global Customer Support This role is Office Based Manager, Global Customer Support Team: Global Customer Support Location: Pune Work Hours: We are a 24x7 Support Hub, the candidate needs to work non-standard business hours including night shifts based on business requirements. Primary...

  • Mazars - IT Service Delivery Manager

    2 weeks ago

    Pune, India Manager Full time

    Business Services Team Overview Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in...

  • Global Customer Support Intern

    2 months ago

    Pune, India Cornerstone OnDemand, Inc. Full time

    **We're looking for a** **Global Customer Support Intern** This is a high visibility individual contributor role in Frontline (L1) team and its purpose is to provide World Class Product Support over every customer interaction (case, call and chat), contributing towards Continuous Success of Legacy Saba Global Frontline Technical Support Operations and...

  • Customer Support Executive

    3 days ago

    Pune, India PrimoHunt Global Services Full time

    We have urgent requirement for "Business Development Officer at Chinchwad in Pune" post in Pune. Pl Refer your friends. Designation: Customer Support Executive Job Profile: We are hiring for Customer support Officer, Business Development Officer for IT Software firm at Chinchwad location in Pune. Qualification: Any Graduate or min 12+ std with excellent...

  • L0 Global Support Role

    3 days ago

    Kharadi, Pune, Maharashtra, India Net Connect Global Full time

    **We are looking for L0 Global Support Role with below mentioned skill sets** ** Freshers also welcome with excellent communication skills** **L0-Support Role (PUNE)** - Is responsible to log and dispatch cases, provide status updates and route cases appropriately to the right queue as per the defined SLA. - Handling of misroute calls and cases - Handling...

  • Customer Support Executive

    22 hours ago

    Pune, Maharashtra, India PrimoHunt Global Services Full time

    We have urgent requirement for "Business Development Officer at Chinchwad in Pune" post in Pune.Pl Refer your friends.Designation: Customer Support ExecutiveJob Profile:We are hiring for Customer support Officer, Business Development Officer for IT Software firm at Chinchwad location in Pune.Qualification: Any Graduate or min 12+ std with excellent English...

  • Mazars - IT Service Delivery

    18 hours ago

    Pune, Maharashtra, India Manager Full time

    Business Services Team Overview Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in...

  • Senior Manager

    3 weeks ago

    Pune, India AppZen Full time

    AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card...

  • Senior Manager

    2 weeks ago

    Pune, India AppZen Full time

    AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card...

  • Senior Manager

    3 weeks ago

    pune, India AppZen Full time

    AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card...

  • Senior Manager

    2 weeks ago

    pune, India AppZen Full time

    AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card...

  • Global Mobility Manager

    1 day ago

    Pune, India Jade Global Full time

    To ensure smooth global mobility operations within JADE's HR policies and legal guidelines, the Head of Global Mobility oversees visa and work permit processes, ensuring compliance with immigration laws and regulations, and seeking opinions by engaging with legal attorneys. This involves guiding employees through application procedures, maintaining...

  • Global Mobility Manager

    22 hours ago

    Pune, India Jade Global Full time

    To ensure smooth global mobility operations within JADE's HR policies and legal guidelines, the Head of Global Mobility oversees visa and work permit processes, ensuring compliance with immigration laws and regulations, and seeking opinions by engaging with legal attorneys. This involves guiding employees through application procedures, maintaining...

  • Global Mobility Manager

    2 days ago

    pune, India Jade Global Full time

    To ensure smooth global mobility operations within JADE's HR policies and legal guidelines, the Head of Global Mobility oversees visa and work permit processes, ensuring compliance with immigration laws and regulations, and seeking opinions by engaging with legal attorneys. This involves guiding employees through application procedures, maintaining...

  • Global Mobility Manager

    3 days ago

    Pune, India Jade Global Full time

    To ensure smooth global mobility operations within JADE's HR policies and legal guidelines, the Head of Global Mobility oversees visa and work permit processes, ensuring compliance with immigration laws and regulations, and seeking opinions by engaging with legal attorneys. This involves guiding employees through application procedures, maintaining...

  • Mazars - Manager - Finance

    2 weeks ago

    Pune, India Manager Full time

    Manager Finance Role Outline:Mazars Business Services India has an exciting new opportunity for an experienced accountant to join the team as the Finance Business Partner. This role would suit an enthusiastic self-starter with a recognised accounting qualification and experience of professional services. Role Summary:- Work closely with the Head of Service...

  • Mazars - Manager - Recruitment

    2 days ago

    Pune, India Manager Full time

    Manager Recruitment Job Specifications :- Developing & implementing recruitment strategies : Develop and execute strategies to attract and hire the best candidates for open positions considering such factors as budget, time constraints and their organisation's culture and values for both lateral & campus hiring. - Setting hiring goals and objectives :...