Manager, Customer Support

Key Responsibilities:

Team Leadership & Operations:

• Lead and develop the India support team, including hiring, coaching, and performance management
• Establish team structure, processes, and workflows to optimize support delivery
• Foster a customer-centric culture focused on problem resolution and continuous improvement
• Mentor support engineers on troubleshooting methodology, call handling skills, and proactive diagnostic techniques

Customer Support Excellence:

• Ensure timely resolution of customer issues while maintaining high quality standards
• Manage escalations and work directly with customers on critical issues
• Implement and track KPIs, SLAs, and support metrics to drive team performance
• Review customer feedback from surveys and implement action plans to improve satisfaction
• Guide customers toward self-service support options and knowledge base resources

Cross-Functional Collaboration:

• Partner with Product, Engineering, and Cloud Operations teams to resolve complex technical issues
• Work with Customer Success and Sales teams to ensure smooth customer experience
• Provide product feedback and enhancement recommendations based on support trends
• Collaborate on knowledge management and documentation initiatives

Process Improvement:

• Drive continuous improvement in support processes and tools
• Analyze support trends and implement knowledge-centric support practices
• Champion automation and efficiency initiatives within the team
• Ensure compliance with ITIL standards and company support procedures
• Drive adoption of AI-powered support tools to enhance response times, automate routine inquiries, and improve resolution accuracy

Qualifications:

Required:

• Bachelor's degree in business, Finance, Computer Science, or Engineering
• 12-15 years of experience in technical/product support with minimum 5 years in team leadership
• Experience supporting financial software, ERP systems, or SaaS products
• Strong technical background with Windows-based technologies and cloud platforms
• Proficiency with CRM platforms (Salesforce preferred) and support ticketing systems
• Experience with Incident and Problem Management processes
• Excellent communication and stakeholder management skills
• Ability to work flexible hours to support global customers
• Hands-on approach with strong troubleshooting and problem-solving abilities
• Demonstrated experience leveraging AI tools in support operations, with hands-on knowledge of AI-powered platforms (Forethought preferred)

Preferred:

• Experience with financial ERP systems (NetSuite, Oracle ERP Cloud, SAP S/4HANA)
• Knowledge of Disclosure Management, Planning, or Consolidation products
• Familiarity with BI tools and analytics platforms
• ITIL Foundation certification or equivalent
• Experience building knowledge bases and self-service support programs
• Background in the CFO office technology space
• Strong understanding of AI applications in customer support, including chatbots, predictive analytics, sentiment analysis, and automated case routing
• Experience implementing AI-driven knowledge management and self-service solutions

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.