Job
Description
As a Senior Manager/Head of Support at Mindtickle, you will play a crucial role in leading the Support function to provide exceptional service to global enterprise customers. Your responsibilities will include: - Leading a high-performing support team focused on delivering superior customer experience, with customer trust as the guiding principle. - Championing a customer-first culture grounded in trust, empathy, and responsiveness to drive an enterprise mindset to customer success. - Elevating the role of engineers within customer support by ensuring deep product knowledge, strong troubleshooting skills, and proactive ownership. - Demonstrating success in reimagining support operations using AI or AI-based quality scoring to continuously keep the support org future-ready. - Leading high-severity escalations and complex technical issues to ensure clarity and customer confidence. - Leveraging automation and AI to improve resolution times, customer satisfaction, and team productivity. - Making data-driven decisions by leveraging insights to guide strategic decisions and establish robust dashboards for key metrics. - Partnering cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes. - Promoting knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution. - Driving continuous upskilling through training and career development programs. - Recruiting, retaining, and developing top-tier support talent with deep technical acumen and service excellence. - Instilling a culture of accountability, collaboration, and continuous improvement within the support org. - Encouraging a culture of innovation, experimentation, and adaptability to new workflows and systems. Qualifications required for this role include: - 12-15 years of experience in technical support and customer success, with 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization. - Proven leadership ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams. - Experience in building and leading support functions for global enterprise customers with a deep understanding of their security, compliance, and operational expectations. - Ability to lead through high-severity incidents, platform outages, or enterprise escalations with calm under pressure and excellence in stakeholder management. - Deep empathy for customer pain points and the ability to translate them into business value and technical solutions. - Strong technical depth in modern SaaS architecture, cloud-native infrastructure, APIs, SSO and authentication protocols, 3rd Party Integrations, enterprise data platforms, and analytics ecosystems. - Operational excellence with experience in tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. If you are ready to lead with heart, act with urgency, and engineer with purpose, Mindtickle is looking for you to join their team and shape the future of customer support excellence.,
