Senior Manager Product Support

About the role

What You'll Do Senior Manager, Technical Support Reporting to: Director, Global Support Operations Work from Office Working hours: 6:00 PM–3:00 AM or 8:00 PM–5:00 AM IST The Senior Manager, Technical Support will lead and scale a high-performing global support organization, delivering exceptional technical assistance and customer experience.

What you'll do

• Be Leadership & Team Development Lead and develop a team of technical support professionals, including first-line managers and team leads
• Operate in a manager-of-managers capacity, building leadership depth and driving consistency across teams
• Set clear performance expectations, conduct evaluations, and foster a culture of accountability, collaboration, and continuous improvement
• Coach and mentor leaders to build a scalable, high-performing organization
• Technical Support Operations Own and optimize end-to-end support operations to ensure efficient, high-quality issue resolution

What you need

• 12–22 yrs of experience
• ServiceNow
• Performance management
• CRM
• Machine learning
• Salesforce
• Customer success
• BBA