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Manager, Customer Support
Customer Service Call Centre
Company shared salary
NA
Market rate
NA
Based on similar roles (title + domain + location).
Responsibilities
- ● Lead and develop the Customer Service team to deliver best-in-class customer experiences
- ● Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction
- ● Develop and implement service strategies that align with regional business goals and global standards
- ● Monitor and improve key service metrics, such as response time, resolution rate, and revenue attainment
- ● Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution
- ● Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration
- ● Ensure smooth order management, pricing support, and product availability coordination
- ● Implement and monitor customer feedback loops to improve service levels and loyalty
- ● Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience
- ● Establish and enforce standardized processes, tools, and SLAs across the Asia-Pacific to ensure consistency and scalability in global account support
- ● Support the rollout of CRM and ERP tools to streamline customer support workflows
- ● Drive continuous improvement initiatives across support workflows, tools, and systems, such as Salesforce, SAP, and ModelN
- ● Analyze support data to identify trends, root causes, and opportunities for improvement
- ● Ensure compliance with company policies, regulatory requirements, and service-level agreements
- ● Build, mentor, and retain a high-performing support team
- ● Foster a culture of accountability, execution, collaboration, and customer-centricity
- ● Conduct regular performance reviews and provide coaching and development opportunities
Requirements
- ● Bachelor's degree in Business, Engineering, or a related field is required
- ● Advanced degree, such as an MBA or equivalent, is preferred
- ● 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting
- ● Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams
- ● Proven track record of leading customer support transformations and/or digital enablement initiatives
- ● Deep understanding of multinational customer expectations and operational complexity
- ● ERP expertise, such as SAP or Oracle, is required
- ● CRM expertise, such as Salesforce, is required
- ● Excellent verbal and written communication skills
- ● Ability to communicate effectively and professionally with a variety of internal and external customers of all levels
- ● Demonstrated ability to exercise independent judgement to determine appropriate action
- ● Effective organizational skills and attention to detail
- ● Ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
- ● Demonstrated ability to execute and bring projects to completion
- ● Ability to manage multiple priorities and tasks in a dynamic environment
- ● Energy and ability to motivate others
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