Product Support Manager

Role Overview: You will be joining Intellect Design Arena Ltd as a Product Support Manager for their cutting-edge AI platform. Your main responsibility will be to lead and scale the global support operations, ensuring exceptional customer experiences and long-term success. This role is crucial in defining the vision and strategy for the support organization, establishing operational processes, and building a top-notch team to serve enterprise clients round the clock. Key Responsibilities: - Define and execute the global support strategy focusing on scalability, automation, and customer-centricity aligned with business objectives - Oversee multi-regional support teams to ensure comprehensive global coverage with consistent service excellence - Build and lead a high-performance team of support managers and specialists, starting in Chennai - Develop and implement best-in-class support infrastructure, including tools, knowledge base, SLAs, and escalation workflows - Act as a trusted partner to Product, Engineering, Customer Success, and Sales to resolve complex issues and surface customer insights - Drive continuous improvement using data and analytics, monitoring key metrics such as resolution time, CSAT, NPS, and first-contact resolution - Lead transformation initiatives including AI-driven support models, self-service capabilities, and proactive support strategies - Establish and maintain strong executive relationships with enterprise clients to ensure high satisfaction and retention Qualifications Required: - 10+ years of experience in technical/product support or customer experience roles, with 4+ years in team leading positions - Proven success in building and scaling global support operations for SaaS, PaaS, or AI/ML platforms in high-growth environments - Deep understanding of support technologies including Zendesk, Jira, Intercom, Salesforce Service Cloud, and AI-based ticketing systems - Strong background in enterprise customer support, with a focus on operational excellence and strategic problem-solving - Excellent leadership, communication, and cross-functional collaboration skills - Demonstrated ability to manage support teams across time zones and cultures - Experience working closely with C-level executives and driving board-level support strategy discussions Additional Details: Intellect Design Arena Ltd is a global leader in enterprise-grade financial technology, offering composable and intelligent solutions to financial institutions worldwide. They are committed to creating a diverse and inclusive workplace where everyone belongs, without bias to race, religion, gender, age, disability, or background. Visit www.intellectdesign.com for more information.,