Senior Manager, Customer Support Engineering

Mindtickle

Pune, Maharashtra
Permanent
Full-time

1 month ago

Who we areMindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We're honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!Job BriefMindtickle is looking for a passionate and forward-thinking Senior Manager/Head of Support to lead our next chapter of customer excellence. This role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.In this role, you will shape the strategy, structure, and culture of our Support function, anchored in customer trust, technical depth, and operational rigour. You will lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and bring a strong enterprise lens to deliver exceptional service to some of the world's most respected enterprises.As the voice of the customer and a strategic partner to Product, Engineering, and Success teams, you will ensure that every interaction reflects a sense of urgency, empathy, and excellence. You will be trusted to shape the experience of some of the most demanding and strategic global enterprise customers and play a critical role in defining how support is perceived across the company as a strategic enabler.If you are ready to lead with heart, act with urgency, and engineer with purpose, we want to hear from you.What's in it for you?

Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.
Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.
Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.
Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.
Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.
Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.
Data-driven decision making: Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.
Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.
Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
Champion the voice of the customer internally and close the loop with actionable feedback.
Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
Drive continuous upskilling through training and career development programs.
Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.
Instill a culture of accountability, collaboration, and continuous improvement within the support org.
Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.

We'd love to hear from you, if you:

12-15 years of experience in technical support, customer success; 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization.
Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams.
Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.
Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact.
Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management.
Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions.
Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.
Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.
Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.
Brings the ability to translate complex technical concepts into clear business impact, and ensure support teams are equipped to handle increasingly technical customer environments.
Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly.
Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes.
Structured problem solver who breaks down complex challenges into logical, actionable components.

Our culture & accoladesAs an organization, it's our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.Mindtickle is proud to be an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

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