Sr. Manager / Director of Technical / Customer Support

Job description

Job Title : Sr. Manager / Director of Technical / Customer Support

Location : Kochi, Kerala

Department : Customer Support

Reports To : Vice President

 

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:

Bachelor’s 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.