Customer Support Manager

Nemetschek; Hyderabad; On-site; INR 4,200,000 - 6,400,000; Full time

Job summary

Nemetschek in Hyderabad, India, seeks a seasoned Head of Customer Support to lead a globally distributed support organization and drive strategic improvements across regions.

You will manage complex tickets, implement AI-assisted triage, and optimize workflows in Zendesk and Jira while partnering with Product and Engineering to raise CSAT and SLAs.

Qualifications

• 10+ years in software industry
• 5+ years in customer support leadership
• Experience applying AI/automation in support
• Strong troubleshooting and ticket resolution skills
• Experience leading distributed cross-regional teams
• Hands-on Zendesk administration experience
• Working knowledge of Jira for cross-functional tracking
• Data-driven approach with SLA/CSAT metrics

Responsibilities

• Lead and grow a customer support organization across regions
• Drive AI-assisted triage, chatbots, and self-service deflection initiatives
• Coach teams with data-driven coaching using SLA, CSAT and ticket metrics
• Collaborate with Product, Development, and Professional Services
• Oversee Zendesk configurations, automations, and reporting
• Coordinate with cross-functional teams in a matrix reporting structure

Skills

Strategic leadership

Stakeholder management

Troubleshooting

Data-driven coaching

English fluency

Tools

Zendesk

Jira

Job description

Role & responsibilities

• Overall 10+ years of software industry experience, with a minimum of 5+ years in customer support or technical support leadership, ideally within a SaaS or software environment.
• Demonstrated experience applying AI or automation within a support or service organization, such as AI assisted triage, chatbots, or self service deflection, is required.
• Strong troubleshooting and case resolution skills, with the ability to personally handle complex tickets alongside leading a team.
• Strong stakeholder management and communication skills, comfortable engaging Product, Development, and Professional Services teams.
• Experience managing distributed, cross regional support teams, including matrixed or dotted line reporting structures.
• Hands on experience configuring and administering Zendesk (or a comparable ticketing platform) to support team workflows, automations, and reporting.
• Working knowledge of Jira for cross functional issue tracking, escalation management, and collaboration with Product and Development.
• Data driven approach, comfortable using SLA, CSAT, and ticket metrics to guide coaching and process improvements, and to report outcomes with clear accountability.
• Fluent in English, both written and spoken; additional languages are a plus.

Preferred candidate profile