Manager, Customer support

Job Title: Customer Experience Support Manager – ERP (Process Manufacturing)

Role Summary

We are seeking an experienced and dynamic Customer Experience Support Manager to lead a 24x7 support team of 20 engineers (with 2–3 team leads reporting to them). The role involves ensuring world-class support delivery for our ERP system used in process manufacturing, guiding and coaching young engineers, driving adoption of AI solutions, and leveraging cloud platforms to enhance operational efficiency and customer experience.

Key Responsibilities

• Lead and manage a 24x7 customer experience support team (20 members) with 2–3 team leads.
• Oversee day-to-day operations of ERP support (with focus on financial modules and process manufacturing modules).
• Coach, mentor, and develop young engineers and team leads, fostering a culture of learning, ownership, and accountability.
• Establish and monitor KPIs, SLAs, and customer satisfaction metrics; ensure timely resolution of customer issues.
• Collaborate with product, engineering, and infrastructure teams to resolve complex issues and drive continuous improvement.
• Drive adoption of AI-based support tools, automation, and analytics to enhance customer experience and reduce manual effort.
• Build knowledge management systems and documentation to improve team efficiency and reduce repeat incidents.
• Handle escalations and ensure proactive communication with customers and stakeholders.
• Forecast workload and plan staffing, training, and resource allocation.
• Drive root cause analysis (RCA) and implement preventive actions for recurring issues.
• Leverage cloud platform capabilities (preferably Microsoft Azure) for monitoring, scaling, and performance optimization.

Required Skills and Competencies

Skill Area

Specific Requirements

ERP Domain Knowledge

Strong understanding of ERP systems (preferably in process manufacturing domain), including financial modules.

Leadership & People Management

Experience managing large teams (15+ members) with multiple team leads; ability to coach, mentor, and inspire young engineers.

Customer Experience & Support

Proven experience in 24x7 support environments, handling high-volume tickets, escalations, and SLA-driven delivery.

AI & Automation

Exposure to AI-based support tools, chatbots, RPA, or analytics platforms to improve customer experience.

Cloud Familiarity

Understanding of cloud infrastructure concepts, monitoring, and scaling (preferably Microsoft Azure).

Support Tools

Hands-on experience with support and ticketing platforms like Salesforce Service Cloud.

Problem-Solving & Decision-Making

Strong analytical skills, ability to resolve complex issues, and implement systemic improvements.

Communication & Collaboration

Excellent verbal and written communication skills, stakeholder management, and cross-functional collaboration.

Process & Metrics Management

Experience defining and tracking KPIs, SLAs, and CSAT/NPS metrics; driving continuous process improvement.

Industry Experience (Added Advantage)

Prior experience in process or manufacturing industry environments is a strong plus.

Change Management

Ability to lead transformation initiatives, especially implementing new AI solutions and driving adoption across teams.

Educational & Experience Requirements

• Bachelor’s degree in Engineering, Computer Science, or related field (Master’s preferred).
• 10+ years of experience in support or customer experience functions, with at least 3–5 years in a people management role.
• Prior experience in ERP support, process manufacturing, or similar enterprise software is highly desirable.