Experience: 8.00 + years
Salary: Confidential (based on experience)
Expected Notice Period: 30 Days
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Office ()
Placement Type: Full Time Permanent position(Payroll and Compliance to be managed by: A B2B SaaS company)
(*Note: This is a requirement for one of Uplers client - A B2B SaaS company)
What do you need for this opportunity
Must have skills required:
collaborating with global teams, Jira, managing BPOs, Service Delivery, ServiceNow, support for email services, Zendesk, Change Management, Cloud, Customer Support, DKIM, DMARC, Escalation Management, Incident Management, ISP
A B2B SaaS company is Looking for:
Support Operations Manager EU
REPORTING TO: Head of Customer Support
LOCATION: Hyderabad
Shift Time : UK Shift
Overview
Join our thriving Customer Success team and be part of our journey to create customer-centric services that delight our customers. As a team, we own the entire end-user onboarding and ongoing support experience. We're passionate about driving both customer and commercial success. Within AM, we want to foster a culture of a customer-first mindset, in conjunction with iterative innovation, engineering excellence, and flexibility.
Purpose
The Customer Success team is responsible for delivering high-quality, ongoing support to our customers. This role has been created to provide dedicated operational support for our European consumer brands and a limited number of B2B customers, ensuring that all levels of consumersupport are well coordinated, delivering consistent quality and continual improvement.
As the Support Operations Manager, you will be the primary point of contact and accountable for how support is delivered to consumers. You will bridge the gap between day to day operations and strategic direction, reporting to the Head of Customer Support, who oversees support for multiple consumer brands and a limited number of B2B customers, to ensure the service standards, KPIs, and customer outcomes are being met across each layer of the support model.
Role Overview
This is a senior, autonomous role that demands both operational discipline and strategic thinking. You will manage the European support teams: Customer Care (L2) and Technical Resolutions (L2), each led by a Team Leader, and Technical Escalations (L3), led by its L3 Manager. You will maintain oversight of the outsourced Level 1 BPO, manage time-limited migration and ISP vendor relationships during onboarding, and act as the senior escalation point for complex or sensitive customer issues.
You will be expected to work independently, make sound judgement calls, and operate with minimal day-to-day supervision.
This role is not prescriptive. You are expected to apply your knowledge, experience, and judgement to determine not just how to complete a task, but whether and when a particular action is the right one. You will know when to act, when to escalate, and when to hold.
Key Accountabilities
- Lead and manage the European support teams, ensuring timely, high-quality service delivery in line with agreed service levels.
- Provide guidance, direction, and managerial support to the Team Leaders where issues, decisions, or situations exceed their authority or experience.
- Establish and manage service-level KPIs across the European support teams, and ensure the teams coordinate and communicate effectively with one another to deliver a consistent end-to-end customer experience.
- Approve exceptions, out-of-process resolutions, or escalation pathways where appropriate, using sound judgement to determine the right outcome for the customer and the business.
- Regularly review team outputs, quality of responses, and adherence to process and policy. Use findings to coach, correct, and improve.
- Engage with the outsourced BPO responsible for Level 1 support. Keep the BPO accountable for the agreed standards of quality, accuracy, and customer experience.
- Own incident and communications management across the supported platforms — coordinate the response to incidents and outages across all support tiers, drive them
- through to resolution, and ensure timely, accurate, and consistent communication to affected customers and stakeholders.
- Keep affected customers informed during incidents or service disruptions, ensuring communication is timely, accurate, and aligned with customer expectations.
- Raise system issues, outages, or tool failures with the relevant vendor or internal team, tracking through to resolution.
- Manage the working relationship with the vendor or ISP partner during onboarding projects, particularly their support teams.
- Respond to vendor escalations and represent AM professionally and constructively in all interactions.
- Work with the Head of Customer Support to manage KPIs, challenges, improvements, action plans and tactical changes.
- Own problem management across the supported platforms, analysing recurring incidents and support trends to identify root cause, and driving permanent fixes with the relevant engineering and vendor teams.
- Assess and coordinate the support impact of platform changes and releases, ensuring the teams are ready, processes and knowledge are updated, and customer communications are prepared ahead of go-live.
- Act as the senior escalation and major-incident coordination point outside standard hours where required, including participation in an on-call arrangement for platform-impacting incidents.
- Ensure customer data and mailbox access are handled in strict confidence and in line with data privacy standards, and AM''''s security and data-handling obligations.
Hours of work
- Initially this role will be working from an office located in/near Hitec City with future potential to transition to hybrid work.
- This role will be a full-time position and the hours of work will be based on UK support hours with flexibility required to ensure engagement with the Head of Customer Support based in Australia.
- Additional working hours may be required during peak periods where there are business demands or to meet operational needs.
- Ability to work from home, and some travel may be required.
- As the platforms operate around the clock, participation in an after-hours on-call arrangement may be required to coordinate major incidents outside standard support
- hours.
- As a home-based role, you are responsible for maintaining a safe home working environment consistent with work health and safety requirements.
Mandatory
- Demonstrated experience leading or managing support operations, including direct leadership of team leaders and senior support staff.
- A genuine self-starter. You proactively work out how things operate and close gaps on your own initiative, rather than waiting to be told.
- Proven ability to work autonomously in a remote environment, make independent decisions, and manage multiple priorities without close supervision.
- Excellent written and spoken English communication skills.
- Strong stakeholder management skills, including the ability to manage external relationships, respond to escalations professionally, and foster collaborative working
- relationships.
- Experience in a consumer-facing support environment, with a solid understanding of support tiers, escalation pathways, and quality management.
- Working knowledge of service management disciplines and the ITIL framework, including incident, problem, change, request and knowledge management.
- Sound understanding of the technical domain of a hosted email service, including deliverability and sender reputation, blocklists, email authentication (SPF, DKIM and
- DMARC), abuse and spam handling, mailbox migrations, and the IMAP, POP and SMTP protocols, or the demonstrated aptitude to acquire it quickly.
- Ability to interpret data and performance metrics, identify trends, and present findings and action plans clearly.
- High level of self-motivation, accountability, and professional maturity — you are comfortable owning outcomes and following through.
- Comfortable operating in a newly established function — you will help build and shape the
- European support team in its early stages, including hiring, onboarding, and setting up ways of working.
Desirable
- Familiarity with providing support for email services or similar technologies (e.g. internet, telecommunications, online products) to consumers would be highly advantageous.
- Experience with managing BPOs or other relevant vendor management experience.
- Knowledge of support tools and platforms (e.g. Zendesk, Amazon Connect, Chargebee,
- Stripe or similar) will be an advantage.
- Experience collaborating with global teams across different time zones that showcase your adaptability and cross-cultural communication skills.
- An educational background, ideally a Bachelor's degree in a technology or business- related field, that further complements your skills and expertise.
How to apply for this opportunity
- Step 1: Click On Apply! And Register or Login on our portal.
- Step 2: Complete the Screening Form & Upload updated Resume
- Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.
(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).
So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
