Senior Manager/Head of Support

About the job

As a Senior Manager/Head of Support at Mindtickle, you will play a crucial role in shaping the strategy, structure, and culture of the Support function. Your primary focus will be on ensuring customer trust, technical depth, and operational rigor in delivering exceptional service to global enterprise customers. Here are some key responsibilities and qualifications for this role: • Key Responsibilities:** - Lead a high-performing support team to provide superior customer experience grounded in customer trust, empathy, and responsiveness. - Champion a customer-first culture and drive an enterprise mindset to customer success. - Elevate the role of the engineer within customer support by ensuring deep product knowledge and proactive ownership. - Implement AI-driven support trends and tooling to enhance support operations and improve customer satisfaction. - Lead high-severity escalations and complex technical issues to ensure customer confidence. - Utilize automation and AI tools to improve resolution times, customer satisfaction, and team productivity. - Make data-driven decisions by leveraging customer insights to guide strategic decisions and improve operational efficiency. - Partner cross-functionally with Product, Engineering, and Customer Success teams to influence roadmap and resolve root causes. - Promote knowledge sharing through documentation and training programs to scale expertise and reduce time to resolution. - Recruit, retain, and develop top-tier support talent with technical acumen and service excellence. - Instill a culture of accountability, collaboration, and continuous improvement within the support organization. • Key Qualifications Required:** - 12-15 years of experience in technical support and customer success, with 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization. - Proven leadership skills with the ability to lead at scale and drive clarity across cross-functional teams. - Experience in building and leading support functions for global enterprise customers with a focus on security, compliance, and operational expectations. - Ability to lead through high-severity incidents, platform outages, or enterprise escalations with calmness and stakeholder management excellence. - Deep empathy for customer pain points and the ability to translate them into business value and technical solutions. - Strong technical understanding of modern SaaS architecture, cloud-native infrastructure, APIs, authentication protocols, and enterprise data platforms. - Operational excellence with experience in tools like Salesforce, Freshworks, and Reporting/BI Tools.

Requirements

• Customer Success
• Technical Support
• Leadership
• Operational Efficiency
• Data-Driven Decision Making

Qualifications

• 12-15 years of experience in technical support
• 2+ years in senior leadership

Preferred Technologies

• Customer Success
• Technical Support
• Leadership
• Operational Efficiency
• Data-Driven Decision Making