Support Services Manager

We’re Hiring – Support Service Manager

Support Service Manager

Key Responsibilities

• Lead and mentor the support team to maintain consistent service quality.
• Handle escalations and complex issues, especially for sensitive accounts.
• Join client calls, give updates, and maintain a solid working relationship with key stakeholders.
• Coordinate with internal teams to resolve issues faster and improve overall delivery and SLA compliance.
• Monitor performance, identify gaps, and strengthen processes.
• Prepare monthly/quarterly reports on support performance and customer satisfaction.
• Plan and manage training to upskill the team.
• Maintain and refine SOPs to ensure smooth day-to-day operations.

What we are looking for

• Bachelor’s degree.
• Minimum 5 years of experience in customer support management, preferably in enterprise environments.
• Strong communication, leadership, and problem-solving skills.
• Good working knowledge of SQL, MS Office, Jira, and reporting in Excel/PowerPoint.

Work Mode:

If you know someone who may be a suitable fit, or if you would like to explore this role yourself, please share the resume for consideration.