Senior Manager - Support Operations
Core
Lead a team of Functional Support Consultants to deliver high-quality support for scalable SaaS products, ensuring efficient issue resolution and delightful customer experiences.
Role type
Senior Manager, Support Operations
Builds
Customer support operations for cloud-based Autonomous Software for the Office of the CFO
Domain
SaaS / Financial Technology
Required skills
Team leadership, Performance management, Operational excellence, Escalation handling, Cross-functional collaboration, KPI analysis, Application troubleshooting, Stakeholder communication
Preferred skills
Experience with UK/US clients, SaaS environment background
Technologies
Case management systems, Knowledge bases, Defect management tools
Responsibilities
Lead and manage a team of Functional Support Consultants, Monitor team and individual performance against key metrics and SLAs, Oversee day-to-day operations of the support team, Act as the primary escalation point for complex or critical customer issues, Partner with internal and external stakeholders to provide a delightful customer experience, Serve as a liaison between the support team and other departments
Seniority
Senior, hands-on IC
