Senior Manager Customer Support

2 weeks ago


uttar pradesh, India Skyleaf Consultants LLP Full time

We are looking for a Senior Customer Support Manager who will operate in an owning end-to-end customer support for global enterprise clients. The role requires expertise in managing SaaS customer relationships, resolving escalations, and delivering a superior customer experience for clients primarily across the US and EMEA regions.Key Responsibilities• Serve as the primary point of contact for enterprise customers, ensuring timely resolution of support queries and escalations.• Manage hypercare support during customer onboarding and critical business phases.• Build strong, trusted relationships with enterprise customers, driving satisfaction and retention.• Analyze support issues, establish KPIs/metrics, and provide insights to improve processes and efficiency.• Collaborate closely with product, engineering, and customer success teams to resolve complex technical and functional issues.• Prepare reports, documentation, and presentations for stakeholders on customer experience and performance metrics.• Continuously identify areas for process improvements to enhance customer experience.Requirements• 5+ years of experience handling Customer Support/Customer Experience for global SaaS organizations.• Strong exposure to US and EMEA enterprise customers.• Experience in hospitality SaaS (or similar SaaS verticals) is a strong plus.• Proven ability to manage high-stakes customer relationships independently.• Excellent communication skills in English (written and verbal) with strong presentation abilities.• Analytical thinker with problem-solving skills and the ability to dive deep into multi-functional business processes.• Organized, detail-oriented, and a proactive self-starter.



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