Customer Support Manager

Customer Support Manager Location: Hyderabad, India Employment Type: Full-Time; Salaried Compensation: Base Salary, Bonus, Benefits

Job Description

About Us:

At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and "Code-Free" connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world's largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.

We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's "Unicorn"​ brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more

Recently we have announced our Series B funding led by Vista Equity Partners, a leading global technology investor, with participation from Tiger Global Management, our existing Series A investor. Vista invests in mission-critical software businesses that have a clear purpose and a demonstrated track record of success, such as Innovapptive.

Our mission is made possible by Innovapptive's most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

The Role

We are seeking a Support Manager with a passion for service excellence and a deep understanding of Enterprise B2B SaaS environments. The successful candidate will be responsible for leading our support team, ensuring that we provide outstanding support and service to our customers primarily in the US, operating within Central Time.

• Pipeline generation and brand awareness through our strategic consulting and technology partners.
• Customer engagement, retention, and expansion initiatives for our existing enterprise clients.
• This role requires a marketer who can collaborate cross-functionally with Sales, Partner Teams, Customer Success, and Product Marketing, and is comfortable working in a fast-paced B2B enterprise SaaS environment.

How You Will Make an Impact:

• Manage and lead a support team to deliver exceptional service across multiple channels (email, phone, chat).
• Develop and implement strategies to ensure effective 24X5 operation of the support team.
• Drive the creation and refinement of support processes, policies, and documentation.
• Ensure the team is meeting and exceeding performance targets and service level agreements (SLAs).
• Hire, train, and mentor support staff, fostering a culture of growth and continuous improvement.
• Collaborate with the Product and Engineering teams to identify and resolve product issues affecting customers.
• Analyze customer feedback and support metrics to drive improvements in customer satisfaction.
• Represent customer perspectives and insights in leadership meetings to influence product development and company strategy.

What You Bring to the Team:

• Proven experience in managing support teams in an Enterprise B2B SaaS environment.
• Strong understanding of software support processes and best practices.
• Excellent leadership and team management skills, with a track record of developing high-performing teams.
• This role requires to work in the US central time with teams operating in 24x7 shifts
• Exceptional communication and interpersonal skills, with fluency in English.
• Strong problem-solving and analytical skills to effectively address customer issues.
• Experience with support software and CRM systems.

Preferred Requirements:

• Experience in operating a 24X7 support team.
• B2B SaaS product support.
• Bachelor's degree in Business Administration, Information Technology, or a related field.

What We Offer:

• A positive, open, and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
• A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.​​​​​​

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