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What is the role of a Senior Manager - Technical Support at Jobgether?

The Senior Manager - Technical Support position at Jobgether is a Full-time or part-time position opportunity in the Executive/Management field.

What type of employment is offered for this Senior Manager - Technical Support role?

Full-time or part-time position

What is the expected salary for this Senior Manager - Technical Support job?

Compensation will be discussed during the hiring process.

Senior Manager - Technical Support job near me in India at Jobgether | Jobs and Employment

Senior Manager - Technical Support

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 heart of a global, 24/7 technical support organization responsible for delivering seamless, high-quality customer service across multiple channels including phone, chat, email, and portals. You will lead distributed teams, ensuring consistent performance, operational excellence, and an outstanding customer experience across complex enterprise products. The role combines strategic leadership with hands-on operational oversight, requiring close collaboration with engineering, product, and implementation teams. You will drive transformation initiatives, optimize support processes, and strengthen KPIs tied to customer satisfaction and efficiency. Acting as a key escalation point for high-impact clients, you will also play a critical role in incident management and executive communications. This is an opportunity to shape a high-performing, customer-centric support culture in a fast-paced, technology-driven environment with global reach and meaningful societal impact.

Accountabilities

In this role, you will lead end-to-end technical support operations across global teams, ensuring consistent service delivery, operational stability, and continuous improvement across all support channels. You will be responsible for building, mentoring, and scaling high-performing teams while fostering a culture of accountability, inclusion, and customer obsession. You will also collaborate closely with cross-functional stakeholders to resolve complex technical issues and enhance the overall customer experience.

Lead recruitment, onboarding, coaching, and performance management of global technical support teams
Oversee multi-channel support operations ensuring SLA adherence and high service quality
Manage escalations, including high-priority client issues and critical incident communications
Drive KPI performance across response time, resolution time, and customer satisfaction metrics
Partner with engineering, product, and implementation teams to resolve systemic issues and improve processes
Lead operational transformation initiatives and support integration of acquisitions into support workflows
Ensure timely communication during incidents, maintenance events, and product releases
Oversee reporting, analytics, and documentation to support leadership decision-making and operational visibility

Requirements

The ideal candidate brings strong leadership experience in technical support environments, with a proven ability to manage global teams and complex, high-pressure operations. You combine strategic thinking with hands-on execution, and you are skilled at building relationships across technical and non-technical stakeholders. You are confident managing escalations, improving processes, and driving measurable service outcomes.

5+ years of leadership experience in client-facing technical support or service operations
Strong understanding of multi-channel support environments (phone, chat, email, portal)
Experience with tools such as Salesforce Service Cloud and Jira
Background in reporting and analytics tools such as Power BI or Salesforce reporting
Proven ability to manage escalations and resolve complex customer issues
Experience in hiring, performance management, coaching, and HR-related processes
Strong communication, stakeholder management, and cross-functional collaboration skills
Familiarity with Agile methodologies and large-scale support operations
Certifications such as ITIL, AWS, Microsoft, or CompTIA are a plus

Benefits

Competitive compensation aligned with leadership responsibilities
24/7 global operations exposure with international collaboration opportunities
Remote-first work environment with distributed global teams
Opportunities to lead strategic transformation initiatives
Strong focus on professional growth, leadership development, and upskilling
Inclusive and collaborative culture emphasizing employee engagement and wellbeing
Exposure to enterprise-scale customers and mission-driven public sector impact

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Senior Manager - Technical Support in India at Jobgether

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