Sr. Manager / Director of Technical / Customer Support

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Location

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Job Summary:

The Senior Manager / Director of Technical / Customer Support is responsible for leading and managing the entire customer support function, ensuring efficient resolution of support tickets, maintaining service excellence, and driving customer satisfaction. This role requires a strategic leader who can optimize processes, improve response and resolution times, and enhance the overall support experience. The director will work closely with cross-functional teams to align support initiatives with company objectives and ensure seamless service delivery.

Key Responsibilities:

Leadership & Strategy:

• Develop and implement a comprehensive end to end technical support and customer support strategy that aligns with the company's vision and goals.
• Client Management under the customer support scope and at end-to-end customer support leader capacity.
• Lead, mentor, and manage the support team to ensure high performance, collaboration, and continuous improvement.
• Establish KPIs and metrics to measure and improve customer satisfaction, resolution efficiency, and team productivity.
• Directly oversee and manage the Technical

  L3 Support Teams

  , along with end-to-end product supporting including L1 & L2 team, meeting the contractual SLA commitments, ensuring they are efficiently resolving advanced technical issues.
• Drive a customer-centric culture within the support organization and across the company.

Operational Excellence:

• Oversee end-to-end ticket management, ensuring timely resolution as per the SLA and continuous improvement in handling support cases.
• Optimize workflows and processes to enhance efficiency and reduce ticket backlog.
• Implement automation and self-service solutions such as knowledge bases, chatbots, and AI-driven tools to enhance customer support operations.
• Work closely with engineering and product teams to escalate and resolve technical issues promptly.

Customer Experience & Satisfaction:

• Monitor and analyse customer feedback, implementing strategies to improve customer satisfaction and Net Promoter Score (NPS).
• Develop customer support policies and best practices to ensure consistent and high-quality service.
• Drive initiatives to enhance proactive support, reducing recurring issues and improving overall service reliability.

Technology & Innovation:

• Identify and implement the latest support technologies to improve response time and operational efficiency.
• Ensure the seamless integration of support tools (e.g., CRM, ticketing systems) with other business platforms.
• Leverage data analytics to gain insights into support trends and drive continuous improvement initiatives.

Cross-functional Collaboration:

• Partner with sales, marketing, and product teams to ensure a unified approach to customer success.
• Provide feedback to product development teams on recurring customer issues and potential feature enhancements.
• Collaborate with IT and security teams to ensure compliance with data protection and industry regulations.

Qualifications & Experience:

• Bachelors or Master’s degree in Business, IT, Engineering, or a related field.
• 10+ years of experience in technical support, customer support, or service delivery roles, with at least 5 years in a management capacity, including Client-side management of Customer Support.
• Proven experience in managing global customer support teams and service delivery operations.
• Strong understanding of ITIL, customer support best practices, and ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Hands-on experience with CRM and help desk software.
• Excellent leadership, communication, and strategic planning skills.
• Strong analytical mindset with the ability to drive data-driven decision-making.
• Experience in B2B SaaS, or enterprise software industries is a plus.