TL;DR

Manager Customer Support: Leading and developing a customer support team focused on financial software and SaaS products with an accent on team leadership, AI-powered support tools, and process optimization. Focus on managing escalations, driving customer satisfaction, and collaborating cross-functionally to resolve complex technical issues.

What you will do

Lead and develop the India support team including hiring, coaching, and performance management
Establish team structure, processes, and workflows to optimize support delivery
Manage escalations and work directly with customers on critical issues
Implement and track KPIs, SLAs, and support metrics to drive team performance
Collaborate with Product, Engineering, and Cloud Operations teams to resolve complex technical issues
Drive continuous improvement in support processes, tools, and AI-powered automation initiatives

Requirements

Must have minimum 12-15 years experience in technical/product support with 5+ years in team leadership
Experience supporting financial software, ERP systems, or SaaS products
Strong technical background with Windows and cloud platforms
Proficiency with CRM platforms (Salesforce preferred) and support ticketing systems
Ability to work flexible hours to support global customers
Demonstrated experience leveraging AI tools in support operations

Nice to have

Experience with financial ERP systems like NetSuite, Oracle ERP Cloud, SAP S/4HANA
Knowledge of Disclosure Management, Planning, or Consolidation products
ITIL Foundation certification or equivalent
Experience building knowledge bases and self-service support programs
Strong understanding of AI applications in customer support including chatbots and predictive analytics