Senior Manager, Technical Support
Core
Lead a global technical support team to drive operational excellence, optimize workflows, and deliver superior customer experiences across tickets, chat, and calls.
Role type
Senior Manager, Technical Support Operations
Builds
Scalable support workflows, SOPs, automation initiatives, and tooling strategies
Domain
IT/Software industry, Customer Support Operations, Certificate Lifecycle Management (CLM)
Deliverable
Dashboards & analysis | Client delivery
Required skills
Strategic leadership, process optimization, data analytics, cross-functional collaboration, team development, compliance governance
Preferred skills
Experience in agile environments, CRM proficiency, executive reporting
Technologies
CRM systems, Customer support tools
Responsibilities
Design and optimize scalable support workflows and SOPs; Lead and develop a team of 20+ members across global time zones; Own monthly and quarterly business reviews leveraging KPIs; Establish governance frameworks for compliance and risk mitigation; Build alignment with Product, Engineering, and Sales; Provide executive-level reporting and actionable insights.
Seniority
Senior, hands-on IC with strategic leadership
