Manager, Customer Support

The Manager, Customer Support will lead customer support teams and oversee service delivery across multiple channels, ensuring consistently high standards of customer satisfaction, responsiveness, and quality. This role combines strategic leadership with hands-on operational management, including team development, performance optimization, and vendor oversight. You will guide supervisors and analysts, establish measurable performance objectives, and use operational insights to improve efficiency and manage costs. Working closely with cross-functional stakeholders, you will address escalated customer concerns and translate customer feedback into meaningful service improvements. The position offers an opportunity to shape support operations within a complex technology environment while fostering accountability, collaboration, and continuous learning. This is a full-time remote role in India, with proximity to a contact center required and approximately 20% travel.

• Lead and direct customer support teams, including supervisors and analysts, delivering technical and non-technical assistance.

• Manage employee performance through coaching, development planning, onboarding, succession planning, compensation decisions, and employee relations.

• Foster a high-performance, collaborative environment that encourages accountability, knowledge sharing, and continuous learning.

• Build team capabilities and ensure appropriate staffing and operational coverage.

• Oversee support delivery across phone, email, web, and in-person channels.

• Manage operational processes, procedures, methodologies, documentation, and service delivery standards across assigned support tiers.

• Drive operational effectiveness and efficiency while maintaining agreed service quality, responsiveness, and resolution targets.

• Oversee the operational and tactical performance of business process outsourcing (BPO) vendors.

• Apply industry best practices to improve service quality, productivity, and teamwork while balancing staffing requirements, costs, and customer satisfaction.

• Define, monitor, and report on business unit objectives, key performance indicators (KPIs), and performance targets.

• Analyze operational results, identify performance gaps, and implement corrective actions to improve outcomes and control costs.

• Use dashboards, benchmarks, and operational insights to strengthen team accountability and service consistency.

• Manage assigned budgets, review financial variances, and take appropriate corrective action.

• Facilitate the resolution of escalated customer issues and ensure timely, effective follow-up.

• Communicate customer needs, concerns, and feedback to management and cross-functional teams.

• Collaborate with relevant stakeholders to support strategic planning and ongoing service improvements.

• Build consensus and influence decisions across diverse teams to achieve shared customer support objectives.

The ideal candidate is an experienced customer support leader with a strong background in contact center operations, people management, performance optimization, and technology-enabled service delivery.

• At least 7 years of experience in customer support or the contact center industry.

• At least 3 years of experience managing support leaders, supervisors, or account managers.

• Demonstrated people leadership experience, including performance management, coaching, succession planning, onboarding, compensation decisions, and employee relations.

• Proven ability to design and implement process improvements within active support operations, using industry best practices, performance benchmarks, and KPIs.

• Working knowledge of customer support operations and relevant technologies, including performance dashboards, CRM systems, knowledge management tools, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and workforce management solutions.

• Strong analytical, decision-making, and problem-solving abilities, with the capacity to interpret operational results, establish measurable KPIs, and drive accountability.

• Excellent communication and interpersonal skills, including conflict resolution, cross-functional collaboration, stakeholder management, and the ability to influence outcomes.

• Bachelor's degree in Business, Information Systems, or a related discipline, or an equivalent combination of education and relevant professional experience.

• Advanced degree in Business, Information Technology, or a related field.

• Experience with Vertex O Series, Vertex Returns, or comparable enterprise tax technology platforms.

• Knowledge of platforms, operating systems, ERP systems, database management, and complex technology ecosystems relevant to Tier 2 and Tier 3 technical support.

• Familiarity with ERP Financials modules and data transmission formats such as XML, REST, and JSON.

• Experience using processing and API testing tools such as SoapUI and Postman.

• Experience managing BPO vendor relationships and monitoring third-party service quality in a customer support or contact center environment.

• Familiarity with SSTP, SOC, SAS 70, defect tracking systems, and support development tools and practices.

• An advanced degree or additional relevant training may complement equivalent professional experience.