This job offer is not available in your country.
Director -Customer Support
MaxValbangalore, India7 hours ago
Job descriptionOversee and manage the resolution of customer issues and requests in a timely and effective manner. Serve as the escalation point for complex and critical customer issues by maintaining strong internal team relationships. Oversee escalated tickets for existing clients. Ensure high levels of customer satisfaction through prompt and professional handling of support requests. Implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues. Conduct regular meetings with customers to monitor system performance and gather feedback. Manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) and report findings to management. Proactively identify potential issues and areas for improvement. Develop and maintain strong relationships with key customer stakeholders. Implement and monitor key performance indicators (KPIs) to assess team performance. Continuously improve support processes to enhance efficiency and effectiveness. Collaborate with Product Development, Sales, and Implementation teams to ensure a seamless customer experience. Effectively manage the transition of post-production support from implementation teams or other stakeholders. Implement and maintain support tools (such as JIRA), development tools (automation for upgrades / OOB), and IP systems. Ensure compliance with industry standards and internal policies, especially concerning client data security. Develop and execute a strategic plan for the support team, aligning with company goals. Stay updated on industry trends and best practices to enhance the support function continually. Provide insights and recommendations to senior management based on customer feedback and support trends. Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred. Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role. Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus. Strong understanding of intellectual property management solutions is preferred. Excellent leadership, communication, and interpersonal skills. Ability to manage multiple priorities and work effectively in a fast-paced environment. Strong problem-solving and analytical skills. Customer-focused mindset with a commitment to delivering exceptional service.
Job Summary
We are seeking a dynamic and experienced Director / Sr. Director of Customer Support to lead our dedicated customer support team. This individual will play a crucial role in ensuring high levels of customer experience and satisfaction, along with the smooth operation of post-production implementations and support. The role involves managing and leading issue resolution, system performance, customer escalations, and customer satisfaction metrics. Additionally, this position is responsible for developing and implementing proactive customer engagement models to establish and maintain strong, long-term relationships with key customers.
Key Responsibilities
Leadership and Management
- Lead and mentor a team of customer support professionals.
- Establish and maintain customer support processes and best practices.
- Ensure the team meets and exceeds performance metrics and service level agreements (SLAs).
- Work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives.
- Promote a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction.
Customer Support
Customer Engagement
Operational Excellence
Strategic Planning
Requirements
Requirements
Create a job alert for this search
Customer Support • bangalore, India
Related jobs
- Promoted
- New!
Std- Customer Support Manager
Tata Motorsbangalore, India Position Summary with Job Responsibilities.Resolve customer issues, drive service and spare parts revenue in service network in order to drive high customer satisfaction and after sales revenue thr...Show moreLast updated: 7 hours ago
- Promoted
Director Customer Experience & Analytics
NetradyneBengaluru, Karnataka, India We are seeking a technically strong and hands-on Director of Customer Experience Analytics to lead the integration, monitoring, and continuous improvement of customer experience metrics across engi...Show moreLast updated: 16 days ago
- Promoted
- New!
Manager, Customer Support and Training
Aspen Technologybangalore, India The driving force behind our success has always been the people of AspenTech.What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challeng...Show moreLast updated: 7 hours ago
- Promoted
Customer Support Team Lead
CARS24Bengaluru, Karnataka, India What will you drive? Lead, coach, and mentor a team of customer service representatives to achieve performance targets.Monitor daily operations, call quality, and ensure SLA adherence.Communicate a...Show moreLast updated: 1 day ago
- Promoted
- New!
Tresata Customer Support Director
Tresatabangalore, India A Customer Support Director (CSD), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), activ...Show moreLast updated: 7 hours ago
- Promoted
- New!
Manager - Customer Support
Molecular Connectionsbangalore, India We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows.Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, socie...Show moreLast updated: 7 hours ago
- Promoted
- New!
Manager, Technical Customer Support
Nordson Corporationbangalore, India Essential Job Duties and Responsibilities.Manage the technical services operations, providing guidance and support to team members in delivering excellent customer service.Maintain good communicati...Show moreLast updated: 7 hours ago
- Promoted
Avathon - Enterprise Sales Director
AvathonBangalore, India Who We Are & Why Join Us : Avathon is revolutionizing industrial AI with a powerful platform that enables businesses to harness the full potential of their operat...Show moreLast updated: 26 days ago
- Promoted
- New!
Director - Customer Engineer
Applied MaterialsBangalore, Karnataka, India Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world.
We design, build and service cutting-edge equipmen...Show moreLast updated: 6 hours ago
- Promoted
Head of Onboarding (Customer Success)
Netcore UnbxdBengaluru, Karnataka, India At Unbxd, we're building the world's largest search intelligence products, empowering leading e-commerce businesses globally.
We are a close-knit, highly driven, and skilled team of engineers and su...Show moreLast updated: 26 days ago
- Promoted
- New!
Customer Support Supervisor, Contractor Hub
Ripplingbangalore, India Rippling gives businesses one place to run HR, IT, and Finance.It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and co...Show moreLast updated: 7 hours ago
- Promoted
Senior Business Execution Consultant
Wells FargoBangalore Rural, Karnataka, India Wells Fargo is seeking a Senior Business Execution Consultant.Lead support functions or operations for multiple business groups and contribute to large scale strategic initiatives.Ensure efficiency...Show moreLast updated: 7 days ago
- Promoted
Molecular Connections - Manager - Customer Support
Molecular ConnectionsBangalore, India About Us We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows.Our platform simplifies the author-to-editor-to-rev...Show moreLast updated: 30+ days ago
- Promoted
ITILITE - Senior Manager - Customer Support
Itilite Technologies Private LimitedBangalore, India About the job About ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense ...Show moreLast updated: 30+ days ago
- Promoted
Director of Cloud Platform Services
eBayhosur, tamil nadu, in At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells.Our platform empowers millions of buyers and sellers in more than 190 markets around the world....Show moreLast updated: 8 days ago
- Promoted
Cluster Manager
QuanteanNelamangala, Karnataka, India Appraise loan proposals & meet customers.Lead & motivate Sales Officers & sourcing agents.Plan monthly marketing activities & drive business.
Ensure team productivity targets are achieved.Manage del...Show moreLast updated: 5 days ago
- Promoted
Cloud Engagement Director
CapgeminiBengaluru, Karnataka, India This role is ideal for a seasoned professional with 15–20 years of experience in leading Oracle EBS and Oracle Cloud ERP engagements, including support, implementations, and upgrades.The candidate ...Show moreLast updated: 19 days ago
- Promoted
Senior Manager Customer Support
ITILITEBengaluru, Karnataka, India ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense.Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey...Show moreLast updated: 30+ days ago
- Promoted
- New!
Customer Support Engineer
Liferaybangalore, India About Liferay Liferay is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa.As a renowned prov...Show moreLast updated: 7 hours ago
Customer Support
CodeyoungBangalore, Karnataka, India Customer Support Executive is responsible for developing customer relationships that promote retention and loyalty.Their job is to work closely with customers to ensure they are satisfied with the ...Show moreLast updated: 30+ days ago