Narvar is growing! We are hiring a strong and motivated Customer Support Manager to join the global customer support team. You will be responsible for delivering world-class service to our clients.

We are looking for a Customer Support Manager who will be responsible for the day-to-day operations of the Customer Support team to deliver world class service to our clients. You will be a thought leader in finding ways through process, people, and systems to continuously improve and innovate as the team supports the company’s growth. You will work closely with customers, team members, and cross functional teams. The ideal candidate has external technical support experience, has managed highly effective teams, and thrives in a fast-paced working environment.

Day-to-day

• Direct responsibility to oversee and own Support for STRAT and Enterprise Customers. This encompasses KPI management, issue prioritization, policy compliance, Root Cause to improve performance.
• Project Management for Support Efficiency process ensuring continuous improvement and scalability
• Build robust processes and automation/tooling which will help the team to scale efficiently
• Have a thorough understanding of different customer segments and come up with seamless support models
• Help build seamless 24/7 support model out of India
• Act as an escalation point of contact for global customers for key issues, bugs and develop contingency and communication plans on a case by case basis.
• Manage, coach, develop and recruit the Product Support team and motivate the team to ensure we deliver the highest possible quality of service to Narvar customers.
• Ensure training and readiness for new product and service launches
• Provides leadership and mentoring to direct reports on achieving goals
• Define Career pathing and growth for every individual in the team and set them up for success in their respective roles
• Ensure a strong bench strength of talent as well as maintain a retention strategy for team members
• Work in close proximity with global team to own and contribute to key organizational goals
• Standardize ways to measure Product Support quality, throughput, and effectiveness.
• Work cross-functionally with Product and Engineering teams and suggest product improvement recommendations to provide our customers an enhanced
• Operate with minimal supervision and collaborate with other team leads both locally and globally
• Regularly present key team metrics to the Cxx Level

What we're looking for

• Over all 11-13 years experience out of which minimum 3 Years of Experience in leading a Technical Support team in the Manager Capacity in a SAAS environment
• This position is based out of Bangalore (On Site)
• The role requires the candidate to be flexible to work in any shift (includes PST) and weekend hours. Open to work in a 24x7 work culture.
• Highly developed professional and interpersonal skills are needed to perform the job.
• Strong team building and talent management skills are required. Has a track record of building and managing specialized technical support teams.
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Familiarity with systems operations and management environments within large strat and enterprise customers and/or service providers is desirable.
• Track record of accomplishment and effectiveness within organizations.
• Previous experience interfacing with customers in a support capacity.
• Previous experience managing C-level escalation situations.
• Experience working with employees in different locations.
• Excellent communication skills, written and verbal.
• Proficiency with Microsoft Office, including Word and Excel, and adept in creating professional PowerPoint presentations.
• Familiarity with CRM/ incident tracking and management systems such as Zendesk, Jira, Confluence. including Knowledge management.
• Recognized Graduation degree in Engineering. MS/MBA a significant plus

#LI-KK1

#LI-Hybrid