Customer Support ManagerSr. Manager

Customer Support Manager/Sr. Manager

Location: Hyderabad India

Employment Type: Full-Time; Salaried

Compensation: Base Salary Bonus Benefits

Job Description

About Us:

At Innovapptive we are bringing the industrial front-line worker back-office and assets together. Our platform is the only patented and Code-Free connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic tedious & labor intensive paper-based processes for maintenance operations & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps while the back-office has real-time visibility into the front-line workforce with better planning scheduling adoption monitoring and actionable insights. Some of the worlds largest brands such as Newmont Mining Dominion Nuclear Hess Shell UNICEF ConocoPhillips Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime productivity safety and talent challenges while delivering jobs better faster cheaper and safer.

We are backed by Tiger Global Management a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the worlds Unicorn brands such as Spotify Netflix Facebook LinkedIn Amazon Peloton Harrys Ola Flipkart Freshworks and many more!

Recently we have announced our Series B funding led by Vista Equity Partners a leading global technology investor with participation from Tiger Global Management our existing Series A investor. Vista invests in mission-critical software businesses that have a clear purpose and a demonstrated track record of success such as Innovapptive.

Our mission is made possible by Innovapptives most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product we have seen monumental growth in our workforce and we constantly look for exceptional talent to join us. At Innovapptive you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.

The Role

We are seeking a Customer Support Manager to lead and scale global technical support operations. This leader must bring B2B SaaS expertise combined with industrial ERP consulting experience enabling them to run a high-performance support organization while deeply understanding our customers environments.

How You Will Make an Impact:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Support Operations & Process Excellence

• Lead 24x5 (scaling to 24x7) global support operations across L1 and L2 teams.
• Ensure L1 ticket triage is accurate (severity completeness KB-first validation).
• Govern supports operations using ITIL processes (incident problem change).
• Drive operational KPIs: SLA compliance CSAT FCR MTTR escalation rates.
• Build a data-driven support culture with dashboards scorecards and regular business reviews.

Knowledge & Self-Service Management

• Own the Knowledge Repository (FAQs SOPs workarounds KB articles).
• Ensure continuous knowledge capture from Engineering & Product into Tier-0/Tier-1.
• Drive self-service adoption to reduce incoming ticket volumes and improve L1 resolution rates.

Cross-Functional Collaboration

• Partner with Engineering QA and Product to triage bugs manage workarounds and influence roadmap with recurring issues.
• Work closely with Customer Success to align support operations with adoption and value realization.
• Lead escalation management with enterprise customers ensuring transparent and proactive communication.

Leadership & Team Development

• Manage and coach a team (10) across shifts and time zones.
• Drive a culture of accountability continuous learning and recognition.
• Build a scalable org model to support multiple SaaS products and Fortune 500 customers.

What You Bring to the Team:

• Bachelors Degree in Chemical or Mechanical Engineering IT or Computers Engineering or equivalent degree in Computer Science
• 15 years total experience in IT/Support/Operations.
• 5 years in enterprise B2B SaaS support leadership at top SaaS companies (e.g. ServiceNow Salesforce Workday Coupa Infor IFS Epicor etc.).
• 5 years in Big 5 IT consulting (Accenture Deloitte PwC EY KPMG) implementing or supporting SAP ERP (PM MM WM EAM etc.) in Oil & Gas Chemicals Mining Utilities or Manufacturing.
• Experience managing multi-product support portfolios for Fortune 500 industrial customers.

Skills & Competencies:

• Strong process orientation with hands-on use of ITSM/ticketing systems (ServiceNow Jira Zendesk Salesforce Service Cloud).
• Proven track record of improving CSAT/NPS and reducing escalations.
• Expertise in ERP technologies (SAP/Oracle/Infor) cloud (AWS Azure GCP) and modern SaaS stacks (APIs monitoring tools like Grafana Dynatrace).
• Understanding of mobile/web applications (Python Fullstack REST APIs) to bridge customer issues with engineering fixes.
• Strong executive communication able to present KPIs escalations and action plans to C-level customers.
• Customer-first mindset with ability to empathize with industrial frontline workers.

Success Metrics in Year 1

• 95% SLA compliance across ticket severities.
• 30% tickets resolved at L1 via Knowledge Base.
• 90% CSAT (post-ticket survey).
• 20% reduction in P1/P0 escalations through stronger triage & RCA.
• Launch a scalable 24x7 support model with data-driven governance.

What We Offer:

• A positive open and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self dependent spouse dependent children parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to wide range of e-Learning courses (technical Product Process etc.)
• A host of Interest Groups/Clubs for Book Reading Toastmasters Sports - Cricket Volleyball Throw-ball Badminton TT Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race color religion or creed alienage or citizenship status political affiliation marital or partnership status age national origin ancestry physical or mental disability medical condition veteran status gender gender identity pregnancy childbirth (or related medical conditions) sex sexual orientation sexual and other reproductive health decisions genetic disorder genetic predisposition carrier status military status familial status or domestic violence victim status and any other basis protected under federal state or local laws.