Senior Manager - Support Operations

About the role

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

What you'll do

• Be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate HighRadian ambassador"
• Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction
• Manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency
• Use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds
• Cross-Functional Collaboration: Serve as a liaison between the support team and other departments

What you need

• Escalation handling
• Process improvement
• Performance management
• Bug tracking
• Problem solving
• Any graduate