Sr. Manager, Customer Support

📌 Core Information

🔹 Job Title: Sr. Manager, Customer Support

🔹 Company: Narvar

🔹 Location: Bangalore, Karnātaka, India

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading and managing the Global Product Support team to deliver world-class service
• Implementing and improving team strategies and processes
• Overseeing incident management while handling customer escalations
• Collaborating closely with cross-functional teams such as Product and Engineering

ASSUMPTION: The role of Sr. Manager, Customer Support, is focused on both strategic direction and day-to-day management of the support team due to the emphasis on leadership and collaboration mentioned in the job listing.

📋 Key Responsibilities

✅ Manage, coach, and develop the Global Product Support team to ensure high-quality service delivery

✅ Set clear objectives and evaluate team performance

✅ Improve standards and procedures within the support team

✅ Contribute to team strategy and lead improvement initiatives

✅ Monitor and manage working practices to minimize disruptions

✅ Advocate for customers and enhance the customer experience continually

✅ Collaborate effectively with other managers, stakeholders, and teams

✅ Handle customer escalations and manage the Incident Management process

ASSUMPTION: The responsibilities imply a leadership role that requires both strategic planning capabilities and hands-on management skills, necessitating a balance between leadership and operational oversight.

🎯 Required Qualifications

Education: Recognized Graduation degree in Engineering; MS/MBA is a plus

Experience: 11-13 years of experience, including at least 3 years in a managerial role within a technical support team in a SaaS environment

Required Skills:

• Team management and development skills
• Strong technical support experience
• Ability to work in a fast-paced environment
• Experience with CRM systems and incident management

Preferred Skills:

• Familiarity with large enterprise customer environments
• Proficiency in creating professional PowerPoint presentations

ASSUMPTION: The emphasis on managerial and technical skills suggests a requirement for candidates to have both strategic leadership and hands-on technical expertise.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive within the tech industry for a senior management role

Benefits:

• Health insurance
• Pension plans
• Professional development opportunities

Working Hours: Primarily East Coast USA hours, in a 24x7 environment

ASSUMPTION: While specific salary details are missing, the role's seniority level suggests that salary and benefits would be competitive, considering the demands of a 24x7 work culture.

📌 Applicant Insights

🔍 Company Context

Industry: Technology, Information, and Internet, specializing in SaaS and eCommerce support

Company Size: 201-500 employees, providing a balance of growth opportunities and close-knit work culture

Founded: 2012, indicating a mature yet dynamically growing company

Company Description:

• Intelligent personalization platform
• Trusted by over 1,500 global brands
• Innovative post-purchase solutions

Company Specialties:

• Order tracking
• Logistics and supply chain
• SaaS for retail and consumer behavior

Company Website: https://www.narvar.com

ASSUMPTION: Narvar's focus on innovation and post-purchase experience improves customer satisfaction and retention for retailers, beneficial for the Sr. Manager, Customer Support role in interacting with customer satisfaction metrics.

📊 Role Analysis

Career Level: Senior management, suitable for experienced professionals

Reporting Structure: Likely to report to higher-level executives within the customer support or operations divisions

Work Arrangement: Full-time on-site in Bangalore, emphasizing local team management and collaboration

Growth Opportunities:

• Potential for leadership advancement
• Opportunities to influence company-wide strategy
• Involvement in global projects and cross-functional leadership

ASSUMPTION: The role's strategic elements imply growth opportunities in senior leadership and strategic global roles, relevant for career progression in Narvar.

🌍 Location & Work Environment

Office Type: Modern tech office environment

Office Location(s): Bengaluru, India

Geographic Context:

• Located in a major tech hub
• Access to a diverse talent pool and network opportunities
• Proximity to key industry players in the technology sector

Work Schedule: Requires flexibility due to global team operations and time zone differences

ASSUMPTION: Given its location in Bangalore's tech hub, the office likely supports a vibrant and innovative work culture, facilitating easy collaboration with other tech professionals.

💼 Interview & Application Insights

Typical Process:

• Initial application review and phone screening
• Technical and management interviews
• On-site interview or video call with senior managers

Key Assessment Areas:

• Technical support expertise
• Leadership and team management skills
• Problem-solving and process improvement capabilities

Application Tips:

• Highlight relevant SaaS and technical support experience
• Demonstrate leadership and strategic planning successes
• Prepare examples of collaboration with cross-functional teams

ATS Keywords: Customer Support, Team Management, SaaS, Technical Support, Incident Management, CRM Systems

ASSUMPTION: The application process will focus heavily on both technical and leadership capabilities, given the strategic importance of the role in Narvar's customer success journey.

🛠️ Tools & Technologies

• Zendesk for incident tracking
• Jira for task management and bug tracking
• Confluence for documentation and knowledge management

ASSUMPTION: Familiarity with these tools is essential, as they are widely used in customer support environments to track and manage customer interactions and support issues efficiently.

👔 Cultural Fit Considerations

Company Values:

• Commitment to innovation
• Customer-first approach
• Continuous improvement

Work Style:

• Collaborative and team-focused
• Proactive in solving complex problems
• Adaptable to a fast-paced and changing environment

Self-Assessment Questions:

• Do you thrive in a customer-centric role that demands innovation?
• Can you lead and inspire a global support team?
• Are you adept at improving processes and managing change?

ASSUMPTION: An alignment with company values and flexibility in work style are crucial for candidates to succeed in Narvar's dynamic environment.

⚠️ Potential Challenges

• Managing a team across different time zones
• Balancing strategic planning with daily operations
• Maintaining high service standards amidst rapid company growth
• Handling complex customer and product issues effectively

ASSUMPTION: The challenges are inherent due to Narvar's global operations and rapid growth, necessitating strong problem-solving and management capabilities.

📈 Similar Roles Comparison

• Greater emphasis on strategic leadership compared to typical customer support roles
• Higher level of collaboration with cross-functional teams
• Focus on continuous process improvements and innovation

ASSUMPTION: Compared to similar roles, this position expects broader authority and influence over both current operations and long-term strategic improvements.

📝 Sample Projects

• Implementing a new CRM system for improved efficiency
• Developing a customer feedback loop for service enhancement
• Leading cross-departmental initiatives to optimize support processes

ASSUMPTION: Projects likely focus on systemic improvements and leverage the company’s innovative tools to enhance client support and satisfaction.

❓ Key Questions to Ask During Interview

• What are the key performance metrics for this role?
• How does the company support continuous learning and development?
• What are the biggest challenges currently facing the support team?
• How does this role interact with upper management?
• What new technologies or processes are planned for the support team?

ASSUMPTION: Asking strategic questions helps clarify expectations and gauge how well candidates might fit within the company's ecosystem.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company's career page
• Ensure your resume highlights relevant team management and technical support experience
• Be prepared to discuss specific scenarios demonstrating leadership and problem-solving skills
• Follow up within one week if you have not received a response
• Compile a list of professional references who can vouch for your experience in similar roles

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.