Manager, Customer Support

2 days ago

Bengaluru, Karnataka, India Saviynt Full time ₹ 5,00,000 - ₹ 25,00,000 per year

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

  • Team Leadership
    : Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service
  • Shift Management
    : Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries
  • Customer Escalations
    : Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues
  • Performance Monitoring
    : Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics
  • 24x7 Support Strategy
    : Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations
  • Training & Development
    : Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills
  • Continuous Improvement
    : Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience
  • Collaboration
    : Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally
  • Reporting
    : Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership

WHAT YOU BRING

  • 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role
  • Proven track record of managing teams in a 24x7 support environment
  • Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable
  • Leadership
    : Strong people management skills with the ability to motivate and develop a team
  • Customer-Focused
    : Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience
  • Problem-Solving
    : Strong analytical and troubleshooting skills with a proactive approach to problem-solving
  • Communication
    : Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership
  • Process-Oriented
    : Experience in defining and optimizing support processes and performance metrics
  • Flexibility
    : Willingness to work night shifts and flexible hours to support global customers
  • Education
    : Bachelor's degree in Computer Science, Information Technology, or a related field experience.

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