Associate Manager II, Investigations, Diligence and Compliance

Position Overview

Product Support Team Lead/Manager

Key Responsibilities

• Team Leadership & Performance Management

  • Lead and manage a global product support team, ensuring high-quality service delivery and adherence to SLAs.
  • Drive team performance through regular reviews, coaching, and development plans.
  • Foster a culture of accountability, collaboration, and continuous improvement.

• Operational Excellence

  • Develop and implement support strategies, workflows, and best practices to enhance efficiency and customer satisfaction.
  • Monitor key metrics and create executive-level reports to track performance and identify improvement areas.

• Technical Expertise

  • Utilize

    advanced Zendesk skills

    to configure views, dashboards, and reporting for operational and executive insights.
  • Manage ticketing workflows and optimize support processes using Zendesk.
  • Exposure to Salesforce, AWS services and no-code platforms for automation and integration of support tools.

• Stakeholder Management

  • Collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and improve product supportability.
  • Act as a key point of escalation for critical customer issues.

Required Skills & Qualifications

• Experience:

  8-12 years in technical/product support, with at least 3-5 years in a leadership role managing global teams.

• Technical Skills:

  • Advanced proficiency in

    Zendesk

    (reporting, views, automation).
  • Working knowledge of

    Salesforce

    for support operations.
  • Familiarity with

    AWS

    and

    no-code platforms

    for workflow automation.

  • Azure DevOps

    exposure is preferred
• Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, global environment and manage multiple priorities effectively.

Preferred Qualifications

• Experience in SaaS or technology-driven organizations.
• ITIL or similar certification in service management.
• Exposure to AI-driven support tools and automation.

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