Associate Manager customer support

Your Mission: As an Associate Manager you will play a pivotal role in driving customer outcomes and leading

and managing a team of highly technical engineers. You will set the tone & the tempo for your team, leading by

example, coaching & mentoring to ultimately to drive an exceptional customer experience.

To do this you will drive operational excellence of your team, ensuring exceptional service, setting technical

standards, managing key performance metrics & driving continuous improvement. Additional as the first line of

customer escalation management, you will have responsibility to drive incident outcomes by managing issues,

stakeholders, mobilizing other resources across Company, directly or through your team.

Key Responsibilities:

• Lead & manage a team of 8-12 highly technical engineers, including Tier 1, Tier 2 & SME resources,

fostering a culture of collaboration & excellence.

• Actively engaged in all stages of team employee lifecycle.

• Hire: Recruiting skilled engineers, ensuring a match with team dynamics & company culture.

• Inspire: Motivate & lead team to excel, fostering a positive, innovative, & collaborative work

environment.

• Admire: Cultivate a culture of respect & appreciation, recognizing individual contributions &

team achievements.

• Continuously monitor & evaluate team and individual performance, providing feedback & implementing

strategies to drive improvement & achieve organizational goals.

• Oversee leave management & coverage coordination within the team and across Geographies to ensure

uninterrupted service.

• Take ownership of key KPI’s including Customer Satisfaction (CSAT), Very Satisfied (VSAT) ratings, Initial

Response SLA, Time-to-Resolution (TTR), & managing calls closed within 24 hours/5 days.

• Manage & coordinate technical outcomes for critical customer escalations, managing all stakeholders.

o This will include Customer operations teams and leadership, Company Sales teams,

Engineering, field teams your technical resources, and global team members

• Conduct weekly reviews of aged incidents & incident backlog, working closely with the team to drive

closure.

• Develop & implement strategies to gain traction on aged calls & reduce incident backlogs.

• Contribute to & ensure delivery against both team & Individual Development Plans.

• Oversee escalation processes to maintain a high standard of submissions through to the T2/Engineering

team.

• Provide coaching & mentoring to team members, offering technical guidance as needed and be a

facilitator for Career Development of Team members

• Ensure your team contributes significantly to the creation of high-value knowledge base & solution

articles.

• Collaborate with Global Peers for seamless Support Delivery in terms of Timezone Coverages and

Transactional Handoffs

Required Skills/Experience:

• Overall experience of 10+ years, along with 2+ years of manager experience, preferable in technical support

at Enterprise level.

• Demonstrated ability to track & manage KPI’s such as Customer Satisfaction Scores, Resolution Times, &

Service Level Agreements, using these metrics to drive continuous improvement.

• A Data Driven approach to Decision Making in driving Team and Operations

• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure &

effectiveness under pressure.

• A solid foundation in relevant technologies with a commitment to staying informed about industry trends &

emerging tools, ensuring the team's skills remain cutting-edge.

• Knowledge of Company Product Portfolio or any other Data Protection Solution will be desirable.

• Proven experience in fostering a collaborative team environment, facilitating open communication &

promoting teamwork to achieve common goals.

• Skilled in handling conflicts & managing escalated customer issues, finding solutions that satisfy customers

while aligning with company policies & objectives.

• Demonstrated expertise in guiding & nurturing team members, enhancing their skills & career development

through personalized mentoring & effective coaching strategies.

• Ability to think critically & laterally for effective problem-solving.

• Excellent communication skills, both verbal & written.

• Willingness to work in a 24/7 model as per Business Requirements

What We Offer:

• A dynamic & challenging work environment with opportunities for personal & professional growth.

• Competitive salary & benefits package.

• Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the well being of our employees. development of team members"

• A workplace that fosters a supportive & collaborative culture, encouraging team engagement, open

communication, & mutual respect, creating an empowering environment for all employees.

• Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.

• Provision of state-of-the-art technology & tools to ensure you have everything needed to excel in your role.

• A culture that recognizes & rewards hard work and achievements, including performance bonuses, awards,

& career advancement opportunities.

Required Skills/Experience:• Overall experience of 10+ years, along with 2+ years of manager experience, preferable in technical support at Enterprise level.• Demonstrated ability to track & manage KPI’s such as Customer Satisfaction Scores, Resolution Times, &Service Level Agreements, using these metrics to drive continuous improvement.• A Data Driven approach to Decision Making in driving Team and Operations• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure &effectiveness under pressure.• A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools, ensuring the team's skills remain cutting-edge.• Knowledge of Company Product Portfolio or any other Data Protection Solution will be desirable.• Proven experience in fostering a collaborative team environment, facilitating open communication &promoting teamwork to achieve common goals.• Skilled in handling conflicts & managing escalated customer issues, finding solutions that satisfy customers while aligning with company policies & objectives.• Demonstrated expertise in guiding & nurturing team members, enhancing their skills & career development through personalized mentoring & effective coaching strategies.• Ability to think critically & laterally for effective problem-solving.• Excellent communication skills, both verbal & written.• Willingness to work in a 24/7 model as per Business RequirementsWhat We Offer:• A dynamic & challenging work environment with opportunities for personal & professional growth.• Competitive salary & benefits package.• Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the well being of our employees.• A workplace that fosters a supportive & collaborative culture, encouraging team engagement, opencommunication, & mutual respect, creating an empowering environment for all employees.• Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.• Provision of state-of-the-art technology & tools to ensure you have everything needed to excel in your role.• A culture that recognizes & rewards hard work and achievements, including performance bonuses, awards, & career advancement opportunities.