Director Customer Support (Hyderabad)

HighRadius; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

HighRadius in Hyderabad is seeking a senior leader for the customer support team with a focus on delivering exceptional experiences and timely resolutions.

The role involves developing scalable support processes, collaborating with cross-functional teams, and using cloud-based technologies to troubleshoot complex issues independently.

You will analyze performance metrics, drive improvements, and mentor staff to handle multiple priorities effectively in a fast-paced IT services environment.

Qualifications

• 12–20 years of IT services and consulting experience in product or technical support.
• Proven track record managing large-scale customer support operations with competing priorities.
• Strong understanding of cloud-based technologies and independent troubleshooting.

Responsibilities

• Lead the customer support team to deliver exceptional customer experiences, ensuring timely resolution of issues and high levels of satisfaction.
• Develop and implement effective processes for managing complex technical issues, escalating when necessary to ensure prompt resolution.
• Collaborate with cross-functional teams to identify opportunities for process improvements, implementing changes that enhance overall efficiency and effectiveness.
• Analyze performance metrics to optimize service delivery, identifying areas for improvement and developing strategies to address them.

Skills

Customer support leadership

Technical support

Cloud technologies

Issue triage

Cross-functional collaboration

Job description

Roles and Responsibilities

• Lead the customer support team to deliver exceptional customer experiences, ensuring timely resolution of issues and high levels of satisfaction.
• Develop and implement effective processes for managing complex technical issues, escalating when necessary to ensure prompt resolution.
• Collaborate with cross-functional teams to identify opportunities for process improvements, implementing changes that enhance overall efficiency and effectiveness.
• Analyze performance metrics to optimize service delivery, identifying areas for improvement and developing strategies to address them.

Job Requirements

• 12-20 years of experience in IT services & consulting industry with expertise in product support or technical support roles.
• Proven track record in managing large-scale customer support operations with multiple priorities.
• Robust understanding of cloud-based technologies and ability to troubleshoot complex technical issues independently. .