Manager - Software Support

Customer Experience Ownership

• Drive customer experience by ensuring support metrics and SLAs are consistently achieved.
• Take ownership of customer support outcomes and continuous improvement initiatives.

Team Management

• Lead and manage a 24/7 technical support team across offshore locations.
• Foster professional growth and a culture of continuous improvement within the team.

Process Improvement & Automation

• Streamline and automate processes to enhance customer satisfaction and operational efficiency.
• Drive process and cultural changes to deliver world-class support services.

Technical Expertise & Tool Management

• Evaluate, recommend, implement, and maintain support and service applications and tools.
• Empower the team to handle technical challenges independently, minimizing reliance on Engineering.

Incident Management & Continuous Improvement

• Review Root Cause Analyses (RCAs) for incidents and release proactive service advisories.
• Maintain an effective feedback loop with Product and Engineering teams to improve service delivery.