Manager - Customer Support

We are looking for a Manager – Customer Support with 8+ years of people management experience to lead and run product support operations in a fast-paced environment. This role is responsible for driving execution through Leads and ensuring consistent, high-quality resolution of customer queries across all channels.

You will work closely with the Senior Manager – Customer Experience to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met.

Roles and responsibilities

• Drive overall support operations by working closely with Leads to ensure teams consistently deliver timely and accurate resolution of customer issues across all channels, with clear ownership of closure and turnaround time.

• Own and drive key support metrics, including SLA adherence, turnaround time, backlog control, productivity, and resolution quality.