Manager - Customer Support

Manager, Customer Support Shift timing:- 4:30 AM Job Summary The Manager is accountable for delivering high-quality, responsive customer outcomes, consistently achieving SLAs and KPIs, reducing resolution times, and driving customer satisfaction and retention. The role is responsible for designing and delivering long-term solutions that address immediate business needs while balancing service quality, cost, and efficiency. This position manages end-to-end service delivery across multiple related operational areas, which may include Customer Care, Order Entry, and Collections. Decisions made in this role directly impact departmental costs, performance, and objectives, with influence on business targets extending up to one year. Responsibilities: Leadership & Team Management The Manager leads, develops, and motivates a team of People Managers and individual contributors, ensuring the right capability and capacity are in place to meet evolving business demands. This includes responsibility for hiring, onboarding, performance management, coaching, engagement, and retention across both on-site and remote teams. The role actively contributes to succession planning, builds subject matter experts and leadership capability within the team, and creates an inclusive environment where performance, wellbeing, and accountability are balanced. Workforce and capacity planning, including utilization, absenteeism, and overtime management, are key areas of ownership. Customer Experience & Service Delivery The Manager role-models customer champion behavior and drives consistent, high-quality customer experience across teams. They embed a First-Time Resolution and Right-First-Time culture, ensuring timely and effective issue resolution. The role owns complex, sensitive, or escalated customer issues, resolving locally where appropriate and escalating to senior leadership when required. The Manager proactively identifies emerging service risks or trends and implements preventative actions to protect customer outcomes and service continuity. Operational Performance & KPI Management The Manager owns driving performance against SLAs, KPIs, productivity, and cost drivers, taking corrective action to balance service, cost, and capacity outcomes. They lead to the consistent execution of end-to-end processes, ensuring compliance with policies and procedures while driving efficiency. Producing clear and concise performance reporting, highlighting trends, risks, root causes, and agreed corrective actions. The role uses data and insights to inform decisions, prioritization, and continuous improvement. Strategic Execution, Policy & Process Ownership The Manager determines appropriate skills, resources, and stakeholders required to deliver operational objectives. The role manages and evolves policies, procedures, and standards, adapting approaches and methods to simplify or extend solutions for optimal results. The Manager executes operational plans aligned to broader business priorities and contributes to the development of new or improved ways of working that increase service resilience and operational effectiveness. Continuous Improvement & Change Management The Manager embeds a continuous improvement mindset and leads improvement initiatives informed by performance data and customer insights. They identify opportunities to reduce inefficiency, minimize handoffs, and improve resolution speed and quality. The role leads Change Management initiatives, acting as a change sponsor to ensure adoption of new processes, tools, or structures. Change impacts are assessed, communicated clearly, and reinforced through leadership behaviors and performance management. Collaboration, Communication & Influence Operating with a high degree of independence, the Manager understands interdependencies across functions and collaborates with internal partners to achieve shared objectives. They communicate effectively across the organization, presenting recommendations, performanc…