Manager, Customer Support

Job DescriptionKey Responsibilities:Team Leadership & OperationsLead and develop the India support team, including hiring, coaching, and performance managementEstablish team structure, processes, and workflows to optimize support deliveryFoster a customer-centric culture focused on problem resolution and continuous improvementMentor support engineers on troubleshooting methodology, call handling skills, and proactive diagnostic techniquesCustomer Support ExcellenceEnsure timely resolution of customer issues while maintaining high quality standardsManage escalations and work directly with customers on critical issuesImplement and track KPIs, SLAs, and support metrics to drive team performanceReview customer feedback from surveys and implement action plans to improve satisfactionGuide customers toward self-service support options and knowledge base resourcesCross-Functional CollaborationPartner with Product, Engineering, and Cloud Operations teams to resolve complex technical issuesWork with Customer Success and Sales teams to ensure smooth customer experienceProvide product feedback and enhancement recommendations based on support trendsCollaborate on knowledge management and documentation initiativesProcess ImprovementDrive continuous improvement in support processes and toolsAnalyze support trends and implement knowledge-centric support practicesChampion automation and efficiency initiatives within the teamEnsure compliance with ITIL standards and company support proceduresDrive adoption of AI-powered support tools to enhance response times, automate routine inquiries, and improve resolution accuracyQualificationsQualifications:RequiredBachelor's degree in business, Finance, Computer Science, or Engineering12-15 years of experience in technical/product support with minimum 5 years in team leadershipExperience supporting financial software, ERP systems, or SaaS productsStrong technical background with Windows-based technologies and cloud platformsProficiency with CRM platforms (Salesforce preferred) and support ticketing systemsExperience with Incident and Problem Management processesExcellent communication and stakeholder management skillsAbility to work flexible hours to support global customersHands-on approach with strong troubleshooting and problem-solving abilitiesDemonstrated experience leveraging AI tools in support operations, with hands-on knowledge of AI-powered platforms (Forethought preferred)PreferredExperience with financial ERP systems (NetSuite, Oracle ERP Cloud, SAP S/4HANA)Knowledge of Disclosure Management, Planning, or Consolidation productsFamiliarity with BI tools and analytics platformsITIL Foundation certification or equivalentExperience building knowledge bases and self-service support programsBackground in the CFO office technology spaceStrong understanding of AI applications in customer support, including chatbots, predictive analytics, sentiment analysis, and automated case routingExperience implementing AI-driven knowledge management and self-service solutionsAdditional InformationAll your information will be kept confidential according to EEO guidelines.** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)Background checks are required for employment with insightsoftware, where permitted by country, state/province.At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.