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Keka Technologies
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Manager - Support Operations

Manager - Support Operations

Keka Technologies

7 - 8 years

4 - 8 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

automation product engineering operational support project management process improvement analytical relationship building customer support continuous improvement operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are searching for a highly organized and results-oriented

Manager, Support Operations

, to join our growing team. In this role, you will oversee all aspects of our support operations, ensuring a seamless and positive experience for our customers and internal teams. You will be responsible for leading a team of support professionals, developing and implementing efficient processes, and driving continuous improvement within the support function.

Responsibilities:

Lead, coach, and mentor the team members
Ensure team thrives towards the performance goals set, conduct timely reviews and share feedback
Manage team workload and ensure efficient operations
Develop strategies to achieve support operational goals, includes improving CSAT, tickets deflection, ART, FTR
Analyse customer support data and feedback to identify trends and opportunities for process improvement
Develop and implement knowledge base articles, FAQs, and other self-service resources to empower customers.
Design and implement efficient workflows and processes to ensure timely and accurate resolution of customer inquiries.
Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to identify and resolve customer issues.
Stay up to date on industry best practices and emerging trends in support operations.
Lead ticket deflection initiatives
by developing and optimizing self-service options, automation, and knowledge base content to proactively resolve customer issues and reduce support ticket volume.

Qualifications:

Minimum 7 - 8 years of experience in a support operations leadership role.
Proven track record of building and managing high-performing support teams.
Strong understanding of customer support best practices and methodologies (e.g., ITIL).
Excellent analytical and problem-solving skills.
Strong communication, interpersonal, and relationship-building skills.
Ability to coach, mentor, and motivate others.
Proficiency in project management methodologies.
Experience with support ticketing systems and knowledge base tools (a plus).

Benefits:

Competitive salary and benefits package.
Opportunity to work with a talented and passionate team.
Be part of a fast-growing and innovative company.
Make a real impact on the customer experience.

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Manager - Support Operations