Senior Manager Customer Support Position Summary: The Senior Manager, Customer Support owns long term remediation of recurring support issues, drives customer experience outcomes holistically across the customer journey and coordinates across multiple internal teams to resolve problems at the root. This role sets direction for how the support function evolves and operates, working closely with managers and leadership to translate operational insight into lasting improvement. The role requires flexibility to work in shifts to support global customers across time zones. Roles &

Responsibilities:
*Strategic Ownership
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- Owns long-term remediation of recurring and systemic support issues — going beyond ticket-level fixes to address root causes across people, process, and tooling
• Identifies patterns across ticket trends, escalations, and customer feedback that point to deeper structural problems, and drives the corrective roadmap
• Sets direction for how the support function evolves as ticket volume, product lines, and team size grow *Customer Experience
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- Owns customer experience outcomes (CSAT/NPS) as a strategic metric — looking at the customer journey holistically, not ticket-by-ticket
• Leads initiatives that improve the overall quality and consistency of customer interactions, including knowledge base health, response quality, and proactive issue prevention
• Represents the voice of the customer in internal planning and process discussions *Cross-Functional Coordination
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- Serves as the key coordination point between Support and other teams — Product, Engineering, Data Operations,



Commercial — on issues that require cross-team resolution
• Builds and maintains structured escalation paths and OLAs with dependent teams
• Influences upstream teams (e.g., Product/Engineering) on fixes that reduce ticket volume at the source, rather than only managing downstream impact *People & Team Leadership
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- Leads and develops Support Managers/Team Leads, building their capability to run day-to-day operations independently
• Drives coaching, performance management, and succession planning across the managers reporting into this role
• Builds a culture focused on root-cause thinking and proactive problem-solving, not just ticket throughput *Operational Oversight
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- Reviews SLA/TAT and quality trends at an aggregate level to identify where operational models need to change
• Partners with senior leadership on resourcing, workforce planning, and scaling decisions as the business grows Knowledge/Skills Required:
- Solid analytical and root-cause-analysis capability — able to see patterns across data, not just individual cases
• Excellent cross-functional influence and stakeholder management skills
• Strong executive communication skills, comfortable presenting strategic recommendations to senior leadership
• Experience with ticketing/incident-management platforms (e.g., Zendesk) at a strategic/governance level
• Prior experience managing managers, with the ability to balance strategic thinking and enough operational fluency to guide them effectively
• Ability to work in shifts to support global coverage.

📌 Senior Manager (Chennai)
🏢 Aniaaz Consulting
📍 Chennai