Senior Manager / Associate Director – Customer Support

• Lead and manage global L1–L3 customer support teams across multiple products, regions, and time zones, including 24x5 / 24x7 support models.

• Own customer experience metrics, service performance, SLA adherence, escalations, and key support KPIs including CSAT, backlog management, resolution efficiency, and reduction of recurring issues

• Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage.

• Partner with Product Engineering, Quality Engineering, and Infrastructure teams to enhance platform availability, reliability, and issue resolution processes.

• Establish and drive ITIL-aligned incident, problem, and change management frameworks.

• Ensure compliance with regulatory and security requirements, including GDPR, SOC 2, data protection practices, access controls, and audit readiness.

• Build effective customer feedback mechanisms to influence product improvements and engineering roadmaps.

• Foster a culture of ownership, continuous improvement, operational excellence, and customer-focused support delivery.

Skills & Qualifications

• 12+ years of overall experience, including 5+ years leading customer or application support teams at a senior management level.

• Proven experience supporting global enterprise customers, particularly across North America, the UK, and other international markets.

• Strong understanding of ITIL frameworks, SLA management, support KPIs,

• escalation processes, support platforms, and distributed operations.

• Excellent communication, leadership, and stakeholder management skills with experience managing global customer relationships.

• Experience working in regulated environments with knowledge of GDPR, SOC 2, data management, access governance, and audit requirements.

Preferred Qualifications

• Experience supporting healthcare platforms, EHR systems, clinical applications, or other mission-critical business systems.

• Background working in post-acquisition environments or complex multi-product organizations.

• Experience implementing automation, self-service solutions, or AI-driven customer support initiatives.

• ITIL certification or equivalent service management qualification.