Senior Support Manger

Do You Make the Cut?

As a Support Manager, you will be responsible for:

• Managing the customer support department’s day-to-day functions.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Affinity for multitasking with precision.
• Proven experience as a customer support specialist, preferably within a similar environment.
• Deploy and reproduce customer issues on a lab / test environment to isolate deviation in expected against deployed product feature behavior.
• Maintain and manage customer test environments for further problem replication.
• Experience working in an agile team environment and proficient understanding of code versioning tools, such as Git
• Handle escalated issues which are usually mission critical and technically complex which of include providing timely updates and analysis.
• Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit.
• Learn the niche features while the technology to help the internal teams ramp up.
• Creating knowledge base for Product Playbook / FAQ’s
• Being a technical lead point-of-contact for stakeholders, work with them on case trend analysis for the inputs in Product Quality Review (PQR)
• Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix.
• Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
• Review, investigate, and resolve complex technical member cases within the target SLAs
• Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
• Report on escalation trends, top issues, and improvement opportunities
• Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
• Effectively manage project scope by ensuring any changes to scope are documented and approved
• Lead, coach, and motivate project team members on a proactive basis
• Ability to work in flexible working hours/Shifts

Requirements

• Are extremely self-motivated
• Have a growth Mindset
• At least 3 years of experience as Manager role with a total of 10+ years of overall experience.
• Proven experience in a technical support management role, preferably in a global environment.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Passionate about the possibilities at the intersection of AI + Banking
• Strong in technical skills building L2/L3 level support system.
• Work with customers to troubleshoot and resolve complex software issues
• Would build the process for solving tickets on time
• Develop Support Processes of 24/7 availability.
• Dashboards and analytics for Business Review.
• Mentor junior engineers / developers in best practices, providing guidance for implementation strategies.
• Experience working with off-shore teams is required
• Experience working on a virtual/global team is required
• Good to have Banking domain experience
• Good to have experience in defining project KPI