Senior Manager Customer Support

About ITILITE

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Learn more: itilite.com

Role Overview

We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

Working Model: Work from Office

Schedule: US Shift Timings

Key Responsibilities:

Team Leadership & People Management

• Lead and mentor a 10–20+ member US-based support team, fostering high performance.

• Manage full-cycle hiring with HR, from sourcing to onboarding.

• Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.

• Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling

• Oversee the resolution of complex customer issues by managing all escalated cases.

• Lead daily team briefings to address performance gaps and share critical updates.

• Ensure business continuity by providing operational support during weekends when required.

• Strategically manage workforce scheduling, approving leave and time-off requests to maintain

optimal coverage.

Quality, Process, & Performance Improvement

• Lead daily quality audits of calls and chats to assess performance and uphold exceptional

service standards.

• Champion operational excellence by identifying process, training, and product improvements,

and leading strategic change execution.

• Leverage data insights on productivity and behavior to drive personalized coaching and

professional development.

• Ensure fair and accurate incentive payouts through meticulous oversight of calculations and

timelines.

• Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

Reporting & Cross-Functional Collaboration

• Deliver strategic insights through weekly ARC Sales Report analysis and distribution.

• Align cross-functional teams on performance goals for cohesive execution.

• Serve as primary contact for technical and product inquiries, ensuring swift resolution.

• Optimize Freshdesk configurations and account setups for maximum efficiency.

What should you have?

• A seasoned people leader with over 3-4 years of hands-on experience, successfully managing

teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a

plus.

• A data-driven strategist who measures, analyses, and optimizes performance, using data to

inform every decision.

• Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the

"why" behind every metric and turn insights into action.

• Agile and results-focused, thriving in fast-moving environments and consistently driving

towards key business results.

• A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and

industry best practices.