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India
Onsite
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Manager, Technical Support based in India.
The Team Manager, Technical Support will lead and develop a globally distributed team of technical support professionals, ensuring exceptional customer experiences and consistent operational performance. You will oversee daily support activities while dedicating significant attention to coaching, mentoring, and career development. Working within a fast-paced SaaS environment, you will help your team resolve complex customer issues, improve service quality, and achieve performance targets. The role combines people leadership with operational oversight, including queue management, KPI monitoring, and service-level performance. You will collaborate with global Support leaders and cross-functional partners to strengthen processes, support product releases, and improve customer outcomes. This is an opportunity to shape a high-performing, inclusive team within an innovative software environment.
The Team Manager will oversee team performance, employee development, and day-to-day support operations, ensuring that customer needs are addressed effectively while meeting established business objectives.
Lead and manage a globally distributed team of technical support professionals providing enterprise-level post-sales technical assistance to customers.
Establish clear performance objectives, provide regular coaching and feedback, evaluate individual progress, and promote a culture of accountability and teamwork.
Dedicate approximately 70% of responsibilities to people management, career development, and coaching, and 30% to operational oversight.
Own team performance against key performance indicators (KPIs) and service-level agreements (SLAs), driving consistent delivery of customer support targets.
Monitor case volumes, manage support queues, reduce backlogs, and leverage individual team strengths to improve service efficiency.
Analyze performance metrics and customer feedback to identify trends, evaluate service quality, and recommend operational improvements.
Execute strategic objectives established by Support leadership and ensure alignment with broader organizational priorities.
Conduct regular case reviews and quality assessments to maintain high support standards.
Participate in release readiness activities and help evaluate new product features, updates, and changes.
Foster an inclusive team environment that recognizes individual strengths, encourages engagement, and supports professional development.
Support recruitment activities in partnership with talent acquisition teams, helping define hiring needs and maintain high talent standards.
Collaborate with Training teams on onboarding, assessments, development programs, and the identification of skill gaps.
Promote continuous improvement through constructive feedback, employee recognition, and knowledge sharing.
Partner with global Support teams and other stakeholders to coordinate initiatives, exchange ideas, and strengthen cross-functional collaboration.
Take ownership of additional responsibilities as business needs evolve.
The ideal candidate is an experienced technical support leader with a strong background in SaaS or customer service operations, proven people management capabilities, and a commitment to delivering excellent customer outcomes.
At least 3 years of experience in people management or an equivalent role involving mentoring, managing, or providing feedback to individual contributors.
At least 3 years of experience in technical support or customer service.
Experience in a fast-paced, high-volume SaaS support environment is preferred.
Previous experience managing frontline support operations and working with or leading globally distributed teams is an advantage.
Demonstrated ability to coach, mentor, develop, and evaluate the performance of individual contributors.
Strong leadership skills and a proven ability to serve as a trusted resource for other team managers.
Excellent written and verbal communication skills, with the ability to interact effectively with end users and internal stakeholders.
Strong critical thinking, analytical, and problem-solving abilities, particularly when managing complex customer issues.
Ability to manage operational priorities, monitor performance metrics, and drive results against KPIs and SLAs.
Demonstrated independence, accountability, and ownership when addressing challenges and making decisions.
Adaptability and willingness to learn new skills quickly while growing alongside an evolving global software product.
Strong commitment to teamwork, customer excellence, continuous improvement, and employee development.
Opportunity to lead and develop a globally distributed technical support team.
Exposure to an innovative SaaS environment and evolving AI-driven work solutions.
Opportunities for professional growth, career development, and expanded leadership responsibilities.
Collaborative international working environment with opportunities to engage across global teams.
Inclusive workplace that values diverse perspectives, individual contributions, and different career paths.
Supportive culture that encourages employees to explore new ideas, take ownership, and make a meaningful impact.
