Senior Manager - Support Operations

HighRadius

Hyderabad, Telangana, IndiaPosted 2 months ago

Skill Required

Customer Value

Key highlights

Competitive salary
Support Manager role
SaaS environment
UK/US client experience required
Pre-IPO Global SaaS Centaur opportunity

Role overview

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

Responsibilities

Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment
Coach, mentor, and develop the team to ensure they are the 'ultimate HighRadian ambassador'
Monitor team and individual performance against key metrics and SLAs
Use knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction
Oversee the day-to-day operations of the support team, ensuring best practices for service delivery are followed
Manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency
Act as the primary escalation point for complex or critical customer issues
Use excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution
Champion the customer experience by understanding and empathizing with client situations
Partner with internal and external stakeholders to provide a 'delightful customer experience'
Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy

Requirements

Proven experience in a Support Manager role, preferably within a SaaS application environment
Demonstrated experience managing support teams that handle UK and US clients
Strong knowledge and practical experience with key performance indicators (KPIs) for support teams
Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach
A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management
Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex issues