We are looking for an experienced and strategic Senior Manager - Shared Services Support to lead our global customer support operations across a suite of SaaS-based talent solutions. This role is responsible for managing support teams, improving operational efficiency, and ensuring exceptional customer experiences at every stage of the user journey. You will act as a key liaison between customers and internal teams, driving resolution, feedback loops, and continuous improvement. Your leadership will be critical in scaling support operations, managing performance, and building strong cross-functional partnerships with Product, Engineering, Sales, and Marketing. Key Responsibilities: - Lead, coach, and scale a high-performing global support team - Define and drive KPIs, SLAs, and operational goals aligned with business strategy - Ensure timely and effective resolution of customer queries and escalations - Analyze support trends, identify pain points, and drive process improvements - Partner with cross-functional teams to escalate bugs, influence product enhancements, and improve customer workflows - Own support tools (e.g., Jira, Zendesk), knowledge bases, and automation initiatives - Provide regular reporting and insights on support performance and customer satisfaction Champion a customer-first culture focused on proactive, consultative support Qualifications & Skills: - 8-12 years of experience in SaaS or cloud support operations, with 3-5 years in a leadership role - Strong background in handling international clients and technical escalations - Proficient with support tools (Jira, Zendesk, CRM platforms), reporting dashboards, and cloud applications - Excellent communication, stakeholder management, and analytical skills - Familiarity with the media or entertainment industry is a plus - Bachelor's degree required; MBA or equivalent preferred What We Offer: - A leadership role in a fast-growing SaaS company - Cross-functional collaboration and high ownership - Opportunity to shape customer experience at scale - Supportive and flexible work culture

Remote

Gujarat

Senior Manager - Customer Services Support 

Job Description for Senior Manager - Customer Services Support  in BIG IT JOBS in  Remote Gujarat for (5-10) years of experience. Apply Now!