Manager - Customer Support

Job description

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. Analyze customer issue trends and performance data to uncover gaps in product or service workflows and drive improvements in resolution efficiency, productivity, and quality. Drive a consistent operating rhythm with Leads, including structured check-ins (daily, weekly, monthly), to strengthen accountability, elevate execution standards, and maintain operational discipline. Step in to manage critical or high-impact issues, translating business expectations into clear execution priorities and ensuring aligned, timely closure with minimal business impact. Oversee queue management by tracking volume trends, ensuring SLAs are consistently met, and maintaining backlog within acceptable limits. Own hiring, onboarding, and scaling of the support team, along with capacity planning and workload distribution based on volume trends. Collaborate with internal teams (Product, Billing, Development) on high-impact issues or critical customer requests to unblock resolution and ensure timely closure. Apply AI, tools, and automation within support workflows to reduce manual effort, improve turnaround time, and increase resolution efficiency. Ensure strong product and service understanding across teams to improve resolution accuracy and reduce recurring issues. Ensure new processes, updates, and changes are quickly understood and consistently executed across teams. Coach and enable Leads to operate independently, while ensuring strong oversight on performance, execution quality, and outcomes. Maintain high responsiveness and make timely, effective decisions in a fast-paced, high-pressure environment. Must have 8+ years of experience in people management within fast-paced operations, specifically supporting and managing US operations. 3+ years of experience managing contact center or support operations at a managerial level (not at Lead/Team Lead level). Proven experience managing 30+ team members, with hands-on involvement in performance management, reviews, and appraisals. Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery, Grafana, and similar analytics platforms. Experience in driving process improvements through data analysis or automation initiatives in support operations. Demonstrated experience in managing stakeholders and running international support operations across the US/CA/UK regions. Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure. Experience working closely with leadership teams and driving execution through multiple layers. High ownership mindset with strong bias for action and delivery. Ability to quickly understand processes and ramp up with minimal handholding. Experience leveraging AI/tools to improve efficiency, reporting, or workflows. Strong communication skills with the ability to drive clarity and alignment. Willingness to work night shifts aligned to global operations (starting ~7 – 9 PM IST). Must be based in Chennai and available to work from the office once a week or more as required. Workspace requirements Private workroom with the ambience to handle calls. Ready for video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere. Good Internet speed (Above 200 MBPS download and upload) with the ability to be wired always (LAN). Power backup. About us We are a Portland-based SaaS product company on a mission to empower businesses to work from Anywhere. Our global team of engineers, designers, testers, product experts, customer experience associates, and marketers come together to create a better way to work. Our products and services help businesses to be more productive, flexible, and scalable. Together, we can change the way the world works!