Senior Manager Customer Support

We are looking for a Senior Customer Support Manager who will operate in an owning end-to-end customer support for global enterprise clients. The role requires expertise in managing SaaS customer relationships, resolving escalations, and delivering a superior customer experience for clients primarily across the US and EMEA regions.

Key Responsibilities

• Serve as the primary point of contact for enterprise customers, ensuring timely resolution of support queries and escalations.
• Manage hypercare support during customer onboarding and critical business phases.
• Build strong, trusted relationships with enterprise customers, driving satisfaction and retention.
• Analyze support issues, establish KPIs / metrics, and provide insights to improve processes and efficiency.
• Collaborate closely with product, engineering, and customer success teams to resolve complex technical and functional issues.
• Prepare reports, documentation, and presentations for stakeholders on customer experience and performance metrics.
• Continuously identify areas for process improvements to enhance customer experience.

Requirements