Senior Manager -Support
Senior Manager -Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Location: India (Preferred in Hyderabad)
Employment Type: Full-time
Job Description
Responsibilities :
Lead and manage global support teams including hiring onboarding and performance reviews.
Ensure 24/7 support coverage through effective scheduling and resource planning.
Drive AI and automation initiatives to enhance support efficiency.
Monitor customer sentiment and engage directly with clients to resolve issues and understand needs.
Collaborate cross-functionally with product engineering and cloud teams to share updates and insights.
Communicate product and infrastructure changes to clients proactively.
Set track and report on team KPIs and goals.
Maintain support documentation and foster a culture of continuous improvement and knowledge sharing.
Qualifications :
Qualifications
Must-Have Skills:
Bachelors Degree in Business Finance or Computer Science or relevant work experience
8 years in customer service or technical support management ideally in financial environments with overall experience in the IT Industry between 12-15 Years
Experience in Managing the teams and working in a Matrix Environment
Proficient with Salesforce or similar ticketing systems.
Hands-on experience with AI tools and implementing AI in support operations.
Strong client-facing communication and interpersonal skills.
Excellent problem-solving critical thinking and attention to detail.
Proven ability to lead mentor and develop high-performing teams.
Adaptable organized and effective in fast-paced dynamic settings.
Deep commitment to customer service excellence and empathetic client support.
Required to work in U.S shifts or as defined by assigned requirements
Willingness to be on-call on holidays or weekends or as required by the business
Nice-to-Have Skills:
Familiarity with ERP systems like NetSuite Oracle SAP
Strong knowledge of databases (Postgres SQL Oracle)
Experience with cloud-based solutions and infrastructure
Knowledge of ITIL processes and best practices
Passion for technology and customer success
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
Additional Information :
Key Competencies:
- Strategic Thinking
- Problem-Solving
- Data Analysis
- Executive Level Communication Skills
- Organization and Planning
- Cross-Functional Leadership
- Risk Management
- Stakeholder Management
- Resource Management
- Process Improvement
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware ()
Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
No
Employment Type
Full Time
