Senior Support Manager - SaaS Platform

Senior Support Manager @ a fast growing CpaaS ( Saas) platform

Apply if you have experience interacting with end customers and handling team internally.

Roles & Responsibilities :

- Minimum 8+ years of strong people management experience managing diverse teams, headcount & staffing plans

- Business data analysis and good skills in tools such as MS Excel and Power point

- Extremely customer focused

- Project management skills

- Deal with process gaps/ambiguity and put a structure to it

- Manage and lead the support team with a focus on team performance

- Work with Support team members to lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.

- Be on top of the products, offerings and day to day business operations

- Continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team

- In charge of managing both internal and external relationships on behalf of the customer support department

- Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.

- Drive support excellence initiatives to enhance the customer's support experience.

- Prepare business continuity plan from support delivery perspective

- Work with Support managers to ensure team members develop their professional skills through active participation in relevant events, training, mentoring, and communities.

- Manage high-priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication.