Senior Manager Associate Director - Customer Support

We are looking for a senior Customer Support leader to manage global, multi-product L1-L3 support operations across regions and time zones. The role will own customer experience, service quality, high availability, reliability, and customer satisfaction.

The ideal candidate should bring strong experience in SLA-driven support, escalations, 24x5 / 24x7 operations, ITIL practices, global client engagement, and compliance expectations such as GDPR, SOC 2, data handling, access controls, and audit readiness.

Key Responsibilities

Lead global L1-L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations

Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction

Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage

Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines

Drive ITIL-aligned incident, problem, and change management practices

Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness

Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements

Promote accountability, continuous improvement, and customer-centricity across the support function

Skills & Qualifications

12+ years of experience, with 5+ years in senior customer / application support leadership

Experience supporting global enterprise customers, preferably across North America, UK, and similar regions

Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations

Strong communication and stakeholder management skills, including global client engagement

Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness

Nice to Have

Healthcare, EHR, clinical systems, or other business-critical support experience

Post-acquisition or multi-product environment experience

Experience with automation, self-service, or AI-enabled support initiatives

ITIL certification or equivalent service management certification