Senior Manager Customer Support

4 days ago

Noida, Uttar Pradesh, India Skyleaf Consultants LLP Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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