Senior Manager Associate Director Global Support

5 days ago

Pune, Maharashtra, India AppZen Full time
About AppZen:

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.

Our software seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend.

Global enterprises, including one-third of the Fortune 500, use AppZen's invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses.

To learn more, visit us at https://www.appzen.com/.

About the Role:

The Sr. Manager/Associate Director - Global Support will oversee a team responsible for providing technical or customer support to clients. He will be responsible for ensuring that customer inquiries and complaints are handled in a timely and efficient manner, and that their team is meeting performance goals.

Support managers will provide coaching and training to their team members and may implement strategies to improve support operations. They will collaborate with other departments to resolve more complex issues or implement new projects.

The Support Manager will possess a deep understanding of the products or services customers are calling about, enabling them to effectively communicate with customers and answer team questions to improve the support experience for customers and employees alike.

This requires staying consistently up-to-date on changing technology and industry trends.

In this role, you will:
  • Manage and develop team members, manage projects, plan, and monitor workload and resources.
  • Regularly communicate with Engineering, Operations, and cross-functional management on high-profile technical issues while providing feedback and leadership to our product support team.
  • Handle customer calls, external and internal escalations, prepare and share weekly and monthly reports.
  • Coordinate and support CSM and ISM and on need basis, author knowledge base articles, and drive internal knowledge sharing.
  • Automate the content and frequency of communications during major incidents to keep key stakeholders informed (Internal).
  • Ensure key technical resources are available in Sev1 calls to resolve issues or provide workarounds, else escalate to the department head for resources, if needed.
  • Continually maintain and perform an audit regarding knowledge management, on-call roster, and RCA for Sev1 to manage major incidents effectively.
  • Provide periodic major incident metrics reports for review and audit incidents for SLA and other KPIs.
  • Support data collection for process and knowledge improvements.
  • Have a technical background, such as experience as a developer in any programming language, and the ability to manage L1/L2/L3 teams.
  • Team management, training, and periodical performance reviews, AP domain knowledge (good to have), hands-on experience, 11 - 15 years in a support role.
  • Be ready to work in a 24*5 (night) shift environment.
In addition, you will have the following technical skills:
  • Troubleshooting: Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issues.
  • Good to understand Kibana.

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