Senior Manager Customer Support

1 week ago

Bengaluru, Karnataka, India ITILITE Full time
About ITILITEITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expensemanagement, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.Learn more: itilite.comRole OverviewWe are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.Working Model: Work from OfficeSchedule: US Shift TimingsKey Responsibilities:Team Leadership & People Management
• Lead and mentor a 10–20+ member US-based support team, fostering high performance.
• Manage full-cycle hiring with HR, from sourcing to onboarding.
• Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.
• Serve as primary contact for grievances, ensuring fair and timely resolution.Operations & Escalation Handling
• Oversee the resolution of complex customer issues by managing all escalated cases.
• Lead daily team briefings to address performance gaps and share critical updates.
• Ensure business continuity by providing operational support during weekends when required.
• Strategically manage workforce scheduling, approving leave and time-off requests to maintainoptimal coverage.Quality, Process, & Performance Improvement
• Lead daily quality audits of calls and chats to assess performance and uphold exceptionalservice standards.
• Champion operational excellence by identifying process, training, and product improvements,and leading strategic change execution.
• Leverage data insights on productivity and behavior to drive personalized coaching andprofessional development.
• Ensure fair and accurate incentive payouts through meticulous oversight of calculations andtimelines.
• Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.Reporting & Cross-Functional Collaboration
• Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
• Align cross-functional teams on performance goals for cohesive execution.
• Serve as primary contact for technical and product inquiries, ensuring swift resolution.
• Optimize Freshdesk configurations and

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