Customer Service Manager-Support

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.

Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite . This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.

Key Responsibilities:

• Team Leadership & Performance Management
  • Lead, mentor, and develop a team of Technical Support Analysts.
  • Set performance goals and conduct regular evaluations.
  • Foster a collaborative, high-performing team environment.
• Customer Support Operations
  • Oversee day-to-day support operations ensuring timely and effective resolution of customer issues.
  • Ensure adherence to SLAs, KPIs, and Oracle’s customer experience standards.
  • Handle escalations and work closely with internal stakeholders for resolution.
• Process Improvement & Quality Assurance
  • Monitor support interactions to ensure adherence to quality standards.
  • Identify recurring issues and drive root cause analysis.
  • Implement best practices and process enhancements to improve customer experience.
• Collaboration & Reporting
  • Work cross-functionally with Product Management, Engineering, and Sales teams.
  • Generate and present operational metrics, trend reports, and improvement plans to leadership.
  • Participate in global support initiatives and strategic planning.
• Training & Development
  • Identify training needs and facilitate technical and soft skills development.
  Promote a learning culture through coaching, feedback, and continuous knowledge sharing.
  

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity.
• Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems.
• Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage
• Proven track record of managing support teams in a 24/7 global support environment.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Ability to analyze data and derive insights for continuous improvement.
Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management.

Preferred Qualifications:

• ITIL certification or similar service management framework knowledge.
• Experience in managing remote or hybrid teams.
• Background in SaaS or cloud-based product support environments.

Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager – Support to lead a team of Technical Support Analysts delivering exceptional support to customers of the Oracle Hospitality product suite . This role requires strong leadership skills, a solid technical understanding of the product offerings, and a passion for customer satisfaction. The ideal candidate will ensure service excellence, drive operational efficiency, and foster a culture of continuous improvement and accountability.

Key Responsibilities:

• Team Leadership & Performance Management
  • Lead, mentor, and develop a team of Technical Support Analysts.
  • Set performance goals and conduct regular evaluations.
  • Foster a collaborative, high-performing team environment.
• Customer Support Operations
  • Oversee day-to-day support operations ensuring timely and effective resolution of customer issues.
  • Ensure adherence to SLAs, KPIs, and Oracle’s customer experience standards.
  • Handle escalations and work closely with internal stakeholders for resolution.
• Process Improvement & Quality Assurance
  • Monitor support interactions to ensure adherence to quality standards.
  • Identify recurring issues and drive root cause analysis.
  • Implement best practices and process enhancements to improve customer experience.
• Collaboration & Reporting
  • Work cross-functionally with Product Management, Engineering, and Sales teams.
  • Generate and present operational metrics, trend reports, and improvement plans to leadership.
  • Participate in global support initiatives and strategic planning.
• Training & Development
  • Identify training needs and facilitate technical and soft skills development.
  Promote a learning culture through coaching, feedback, and continuous knowledge sharing.
  

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 10+ years of experience in technical/customer support, with at least 3 years in a leadership or managerial capacity.
• Strong understanding of hospitality industry solutions, preferably Oracle Hospitality products like OPERA, Simphony, and related systems.
• Experience installing/configuring/supporting MICROS or Hotel Systems software products will be an added advantage
• Proven track record of managing support teams in a 24/7 global support environment.
• Excellent communication, conflict resolution, and stakeholder management skills.
• Ability to analyze data and derive insights for continuous improvement.
Familiarity with support tools like Oracle Service Cloud, CRM systems, and knowledge base management.

Preferred Qualifications:

• ITIL certification or similar service management framework knowledge.
• Experience in managing remote or hybrid teams.
• Background in SaaS or cloud-based product support environments.