Senior Manager - Support Operations

HighRadius; Hyderabad; On-site; INR 3,000,000 - 4,800,000; Full time

Benefits offered by this job

Competitive salary

Fun-filled work culture

Equal employment opportunities

Opportunity to build with a pre-IPO

Job summary

HighRadius is seeking a skilled Support Manager to lead our Functional Support Consultants who handle our SaaS products for CFO offices. You will drive customer satisfaction, coach teams, and manage escalations while aligning with product and operations.

The role emphasizes people leadership, KPI-driven performance, and cross-functional collaboration with sales, product, and engineering to deliver delightful outcomes for UK/US clients.

Qualifications

• Proven experience in a Support Manager role within SaaS.
• Experience handling UK and US clients for support teams.
• Strong KPIs knowledge and data-driven leadership.
• Excellent escalations handling and conflict resolution skills.
• Technical background with knowledge of support tooling.

Responsibilities

• Lead and manage a team of Functional Support Consultants.
• Monitor performance against KPIs and SLAs, drive improvements.
• Oversee day-to-day support operations and ticket queues.
• Serve as primary escalation point for complex issues.
• Collaborate with internal/external stakeholders for customer delight.
• Act as liaison to inform product and company strategy.

Skills

Team Leadership

Performance Management

Operational Excellence

Escalation Handling

Customer Advocacy

Cross-Functional Collaboration

Communication Skills

Technical Acumen

Problem-Solving

UK/US Client Experience

Tools

Case management

Job description

About Us:

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide.Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey’s, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner’s Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we’re in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Job Summary:

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

Key Responsibilities

• Team Leadership: Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You’ll be responsible for coaching, mentoring, and developing your team to ensure they are the “ultimate HighRadian ambassador”.
• Performance Management: Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.
• Operational Excellence: Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.
• Escalation Handling: Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.
• Customer Advocacy: Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a “delightful customer experience”.
• Cross-Functional Collaboration: Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.

Skills and experience needed

• Experience: Proven experience in a Support Manager role, preferably within a SaaS application environment.
• UK/US Client Experience: Demonstrated experience managing support teams that handle UK and US clients.
• KPI Knowledge: Strong knowledge and practical experience with key performance indicators (KPIs) for support teams.
• Communication Skills: Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach.
• Technical Acumen: A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management.
• Problem-Solving: Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex Issues

What You’ll Get

• Competitive salary.
• Fun-filled work culture (https://www.highradius.com/culture/)
• Equal employment opportunities.
• Opportunity to build with a pre-IPO Global SaaS Centaur