Senior Manager - Support Operations

Job Summary:

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

Key Responsibilities

• Team Leadership:

Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You'll be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate High Radian ambassador".

• Performance Management:

Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.

• Operational Excellence:

Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.

• Escalation Handling:

Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.

• Customer Advocacy:

Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a "delightful customer experience".

• Cross-Functional Collaboration:

Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.

Skills and experience needed

• Experience:

Proven experience in a Support Manager role, preferably within a SaaS application environment.

• UK/US Client Experience:

Demonstrated experience managing support teams that handle UK and US clients.

• KPI Knowledge:

Strong knowledge and practical experience with key performance indicators (KPIs) for support teams.

• Communication Skills:

Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach.

• Technical Acumen:

A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management.

• Problem-Solving:

Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex Issues

What You’ll Get

• Competitive salary.
• Fun-filled work culture (https://www.highradius.com/culture/)
• Equal employment opportunities.
• Opportunity to build with a pre-IPO Global SaaS Centaur