Support Operations Manager

2 weeks ago


Cochin, Kerala, India beBeeSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: Support Operations Manager

About the Role

We are seeking a highly skilled and experienced Support Operations Manager to lead our global customer support function. The ideal candidate will have a proven track record of managing high-performing teams across geographies.

Key Responsibilities:
  • Lead global customer support operations, ensuring seamless delivery across US/EMEA time zones
  • Manage L1/L2 teams, driving escalation resolution, platform issue troubleshooting, and support KPIs
  • Develop and implement support SLAs, SOPs, QA metrics, and NPS score improvement initiatives
  • Collaborate cross-functionally with Product, Tech & Delivery teams to drive customer retention through a customer-first support mindset
  • Recruit, train, and mentor high-performing support teams
Requirements:
  • 10+ years in Customer Support / Experience roles for SaaS platforms
  • Experience managing global enterprise accounts (US & EMEA preferred)
  • Familiarity with DevOps/SaaS support ecosystem
  • Excellent English communication and escalation management skills
  • Strong KPI management, data analytics, and customer engagement capabilities
Preferred Qualifications:
  • Hospitality SaaS experience is a significant advantage


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