One of our reputed international clients in the Contact Center Technology (SaaS) industry is seeking an experienced Customer Support Manager to lead their growing global support operations. The role focuses on managing and mentoring a team of support engineers, ensuring SLA compliance, and driving exceptional customer satisfaction across international accounts.

The ideal candidate should be a tech-savvy engineering leader who can balance hands-on technical problem-solving with strategic team management, while confidently engaging with global clients.

SALARY:Negotiable

KEY RESPONSIBILITIES:

• Lead, mentor, and manage a team of support engineers, acting as their appraisal manager to guide performance and professional development.
• Ensure consistent compliance with Service Level Agreements (SLAs) across all client accounts.
• Actively engage in hands-on troubleshooting of technical issues when required, drawing on deep technical expertise to guide the team effectively.
• Evaluate and continuously elevate the technical capabilities of support staff.
• Organize and facilitate regular weekly calls with clients to maintain strong relationships and address ongoing needs.
• Deliver timely and accurate reports to support internal improvements and provide transparency to clients.
• Administer and analyse customer satisfaction surveys to identify trends, gaps, and improvement opportunities, while monitoring key satisfaction metrics across accounts.
• Proactively identify and mitigate risks in support operations to prevent service interruptions.
• Ensure all support processes comply with relevant industry regulations (e.g., data privacy laws) and internal security standards.
• Foster clear and effective communication within the team, covering documentation, client engagements, and internal reporting.
• Travel to customer sites globally on a need basis to carry out support-related activities.
• Work flexible hours across multiple time zones, particularly to accommodate India and USA operations.
• Report to the Delivery & Support Head in India for project deliverables.

REQUIREMENTS:

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 7+ years of experience in a technical support or engineering role, with at least a portion in a managerial capacity.
• Must have prior experience managing a support team of no fewer than 5 members operating on 24x7 shifts.
• Good knowledge of Java and .NET.
• Good knowledge of Windows and Linux ecosystems.
• Good knowledge of Web and Application Servers such as Tomcat and IIS.
• Good knowledge of Web Basics, HTML, CSS, and JavaScript.
• Good knowledge of SQL.
• Strong ability to analyse application logs, SQL server logs, error logs, and event viewer logs.
• Strong troubleshooting and root cause analysis skills.
• Excellent written and verbal communication skills in English, including the ability to explain complex technical concepts to non-technical audiences.
• Strong leadership skills with the ability to motivate teams, resolve conflicts, and cultivate a customer-centric culture.
• Ability to prioritize and manage multiple tasks based on business needs.
• Strong sense of ownership, responsibility, and accountability.
• Experience handling production issues in a Contact Center environment will be an added advantage.
• Knowledge and experience supporting CTI, IVR, PBX, or any Agent Desktop Application will be an added advantage.
• Understanding of Contact Center and Telephony concepts across major platforms such as AVAYA, GENESYS, or CISCO will be an added advantage.

BENEFITS:

• Competitive salary based on experience.
• Hybrid work arrangement with occasional travel to Colombo, Sri Lanka, for company events, interviews, and client meetings.
• Opportunity to lead a globally distributed support team within a recognised Contact Center technology company.
• Exposure to international clients and cutting-edge SaaS solutions.
• Comprehensive training on Tetherfi's product suite.
• Travel opportunities to customer sites across the globe.
• Career growth within a fast-expanding international technology organisation.

TERMS & CONDITIONS:

• Standard company probation period applies.
• This is a hybrid role — candidates must be comfortable with occasional travel to Colombo, Sri Lanka.
• Candidates must be willing to work flexible hours across global time zones, especially India and USA time zones.
• International travel to customer sites may be required on a needs basis.

Manpower Lanka Solutions (Pvt) Ltd.

12A, Ridgeway Place, Bambalapitiya, Colombo 04.