General Manager, Customer Support

Overview

We are seeking an experienced leader to provide exceptional support for an e-commerce management system. This role involves managing global support teams, ensuring high-quality customer service, and collaborating across functions to enhance product and service offerings.

Key Responsibilities

• Provide world-class support for the e-commerce management system.
• Lead and manage engineers and cloud operations teams in a 24x7 global support environment.
• Recruit, develop, and manage team leads and L1/L2 engineers.
• Develop and implement processes for scheduling, workload, response, resolution, and quality to meet SLAs.
• Prepare, document, and deliver training, development plans, and performance evaluations.
• Handle escalations and own the end-to-end customer experience, including follow-up surveys.
• Participate in cross-functional projects related to product or service offerings.
• Act as a liaison between technical and business perspectives during customer engagements.
• Use ticketing tools within an SLA-governed environment.
• Identify and learn software features; apply fixes, install, and upgrade software.
• Develop FAQ and knowledge-base articles.
• Manage internal and external communications, including meetings, calls, conferences, and presentations.
• Participate in support and maintenance sales cycles, including RFP/RFI responses, resource and cost evaluation, and service contract drafting.
• Collaborate with senior management on support and maintenance issues.
• Manage stakeholders to meet contractual deliverables and resolve project risks and escalations.
• Implement e-commerce best practices in the solution.

Requirements

• 10-15 years of overall experience in software customer support.
• Minimum 3 years managing support of cloud applications.
• Experience with web services, REST APIs, Java, Spring Boot, microservices, and MySQL.
• Strong problem-solving and multitasking abilities.
• Excellent client-facing, listening, written, and verbal communication skills in English.
• Ability to communicate clearly and accurately.
• Bachelor's degree in engineering or technology; MCA preferred.