Senior Manager - Technical Support in India at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager – Technical Support in India.
This leadership role sits at the core of a global, multi-channel technical support organization, driving operational excellence and service quality across 24/7 customer support operations. You will lead distributed teams responsible for resolving complex technical issues while ensuring consistent delivery across phone, chat, email, and portal channels. The position requires a strong balance of strategic leadership and hands-on operational oversight, with direct influence on customer satisfaction and service performance. You will collaborate closely with product, engineering, and business stakeholders to resolve escalations and continuously improve support processes. This role also involves shaping team culture, developing high-performing support professionals, and leading transformation initiatives at scale. The environment is fast-paced, metrics-driven, and highly collaborative, with significant exposure to senior leadership and enterprise clients.
- Lead and scale global technical support teams, ensuring effective 24/7 service coverage across multiple communication channels.
- Oversee operational performance for assigned product suites, ensuring SLA and contractual commitments are consistently met.
- Drive recruitment, onboarding, training, and continuous development of high-performing support teams.
- Manage performance evaluation processes, including coaching, feedback, and handling underperformance.
- Own senior-level escalations and ensure timely resolution of complex customer issues.
- Partner with product, engineering, and implementation teams to resolve systemic issues and improve service quality.
- Lead strategic initiatives focused on process improvement, operational efficiency, and customer experience enhancement.
- Monitor and manage key KPIs including response time, resolution time, and customer satisfaction.
- Oversee incident communication, release coordination, and maintenance notifications across stakeholders.
- Ensure accurate reporting and analytics through collaboration with business systems and reporting teams.
- Drive documentation, training content updates, and knowledge management improvements.
- Act as on-call escalation leader during critical incidents on a rotational basis.
- 5+ years of experience in leadership roles within technical support or customer support organizations.
- Proven ability to manage high-performing, client-facing support teams in fast-paced environments.
- Strong experience in handling escalations and resolving complex technical customer issues.
- Excellent leadership skills with experience in coaching, performance management, and team development.
- Strong understanding of multi-channel support operations (chat, phone, email, and portals).
- Experience working with tools such as Salesforce Service Cloud and Jira.
- Familiarity with reporting and analytics tools such as Power BI or Salesforce reporting.
- Strong communication skills with the ability to engage effectively with clients and executive stakeholders.
- Experience in cross-functional collaboration and leading organizational change initiatives.
- Knowledge of Agile methodologies is preferred.
- Certifications such as ITIL, AWS, Microsoft, or CompTIA are a plus.
- Strong decision-making ability in high-pressure, time-sensitive situations.
- Competitive compensation package aligned with leadership-level roles.
- Opportunity to lead global, 24/7 technical support operations at scale.
- Remote-first and globally distributed work environment.
- Strong emphasis on career growth, leadership development, and internal mobility.
- Exposure to enterprise-level clients and cross-functional strategic initiatives.
- Inclusive and collaborative culture focused on innovation and continuous improvement.