Global Customer Support Leader

3 days ago

Bengaluru, Karnataka, India beBeeCustomerSupport Full time ₹ 15,00,000 - ₹ 28,00,000
Job Title

Global Customer Support Manager

Job Description

Key Responsibilities:

  • Manage end-to-end customer and order management processes, ensuring timely and efficient resolution of customer cases.
  • Lead import/export delivery coordination, adhering to trade regulations and company policy guidelines.
  • Resolve complex customer order/delivery issues through cross-functional collaboration.
  • Manage product transitions, including End of Life (EOL), New Product Introductions (NPI), and backorders.

Process Improvement & Project Leadership:

  • Identify inefficiencies in order-to-fulfillment processes and lead root cause investigations.
  • Lead or participate in global CS initiatives and projects, driving business impact analysis and scalable solutions.
  • Ensure compliance and risk mitigation across evolving service workflows.

Training, Mentoring & Knowledge Sharing:

  • Develop training content and onboarding programs for new hires and key users.
  • Coach and mentor Shared Services team members to enhance functional and technical skills.

Systems & Reporting:

  • Act as a key user for CC systems, providing system testing, troubleshooting, and feedback.
  • Develop operational reports to monitor KPIs and support decision-making.

Qualifications:

  • Bachelor's degree or equivalent experience in Business, Supply Chain, or related fields.
  • 7+ years of customer support experience, preferably in a global or technical environment.
  • Strong knowledge of order fulfillment processes, CRM/ERP systems, and trade compliance.
  • Excellent problem-solving, communication, and stakeholder engagement skills.
  • Strong interpersonal skills with ability to work effectively in a team environment.
  • Proven track record of training, mentoring, and leading initiatives.

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