Customer Operations Team Manager

The Role

We are seeking a Customer Operations Team Manager, to support our growing team in Hyderabad. As a Customer Operations Team Manager, you are critical to the success of our customers and the company. It is important to show our customers a professional, well-refined process for implementing and supporting our solutions. This role supports Value Realization for our community to ensure success for the customer and growth of the company.

Role Specifics

• Work Location:

  Hyderabad India Hybrid (four days a week on site)

• Travel:

  <10% [The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.]

• Reporting Structure:

  Chief Customer Officer

What You Will Own

• Provide overall support and leadership of India Office for Customer Operations Team

• Provide support for creation of Customer Operations projects


• Join team member calls as needed to provide support and guidance


• Responsible for creating new team member training


• Responsible for internal training for Customer Operations Team in India Office


• Responsible for Project Assignment Process


• Responsible for Case Escalation Process


• Meet individually with all Customer Operations Team members in India Office at least once a week to review projects and provide support


• Ensure seamless communication between Services, Customer Success, and Support roles in region


• Provide customer facing escalation support for Services, Customer Success, and Support


• Monitor administrative tasks of the Customer Operations Team to ensure consistency and accuracy


• Provide monthly reporting to key internal stakeholders on all customers using analytics that provide updates on customer health

Required Qualifications

• Proficient User of Microsoft Office Suite and support systems

• Proficient User of Salesforce or comparable CRM


• Excellent attention to detail


• Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure and with time constraints in a fast-paced team-oriented environment.


• Effective verbal, written, and visual presentation skills


• Confident and professional conversation/facilitation skills over phone and video


• Strong judgment, issues management, and problem analysis techniques


• Knowledge of the customer lifecycle in Software as a Service (SaaS)


• High degree of integrity and ability to maintain confidentiality and trust around sensitive issues.


• Strong problem-solving skills, interpersonal skills and ability to develop effective working relationships with the business leaders within the company


• Confidence to make decisions that balance the customer needs with the company goals


• Strong communication skills and demonstrated ability to communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization

Preferred Qualifications

• BS/BA preferred but not required

• 3 to 5 years in-depth experience working with cross-functional teams and departments


• Experience working in/with higher education institutions

Even if you dont have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!

Reasons to join our Team:

StarRez is not just a workplace it s a place to belong, build, and grow.

• A Culture That Lasts:

  Many of our team members have been with us for 20+ years a testament to our people-first philosophy.

• Global Impact, Local Ownership

  : Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.

• Long-Term Vision:

  We re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.

• Innovation with Stability

  : Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.

• Z-Factor:

  We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.

If you are excited about building game-changing products in a high-impact, collaborative environment StarRez India is the place for you.

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.