Support Manager

Job Summary:

We are hiring a Support Operations Manager to lead enterprise SaaS support for global clients. The role involves escalation management, SLA governance, executive reporting, and team leadership.

Role Overview:

This role will lead Premium and Dedicated Support verticals servicing global enterprise SaaS customers. The incumbent will own SLA governance, executive reporting, major incident management, and KPI-driven performance optimization.

The Position:

• This role provides direct leadership and operational oversight of the Premium and Dedicated Support functions. The primary objective is to drive exceptional customer satisfaction through structured service governance, SLA adherence, and continuous process improvement. The incumbent will own the preparation and presentation of Quarterly Support Metrics to customer executive stakeholders, ensuring transparency on performance, trends, and service alignment.
• The Manager will participate in major incident on-call coverage, ensuring timely resolution of high-severity issues in accordance with ITIL principles. A consistent in-office presence is expected to enable hands-on team supervision, performance coaching, and operational alignment.
• This position requires close collaboration with other Support Leaders to drive unified performance targets, service standards, and cross-functional coordination. The role also includes ownership of executive reporting, KPI tracking (SLA compliance, backlog aging, MTTR, CSAT), and proactive identification of service risks.
• The incumbent will be accountable for achieving defined operational goals, managing high-severity/VIP escalations, and implementing corrective action plans where KPI trends decline. Strong leadership, data-driven decision-making, and structured communication are essential to sustaining a high-performing support organization.

Key Responsibilities:

• Lead enterprise SaaS support teams aligned to UK/US shifts.
• Own SLA adherence, backlog management, and service governance.
• Manage P1/P2 incidents as per ITIL framework.
• Present Quarterly Business Support Metrics to customer leadership.
• Drive RCA documentation and service improvement initiatives.
• Coach and develop team members; manage performance reviews.
• Collaborate with Product, Engineering, and Customer Success teams.
• Own weekly and monthly KPI dashboards.

Required Qualifications

• 5–8 years total experience with minimum 3 years in B2B SaaS support management.
• Experience managing global enterprise clients.
• Strong understanding of ITIL Major Incident Management.
• Hands-on experience with JIRA Service Desk / Zendesk.
• Strong analytical and reporting skills (Excel proficiency required).
• Excellent written and verbal communication skills.
• Ability to troubleshoot and resolve technical issues
• Strong problem-solving and analytical skills
• Ability to work collaboratively with internal teams and build sustainable customer relationships
  

Other Requirements:

• Should be based in Noida or nearby area.
• should be able to work in Shifts, UK, EST and PST time zones.

Compensation

Competitive CTC aligned to Noida IT product market standards.

Other Requirements:

• Should be based in Noida or nearby area.
• should be able to work in Shifts, UK, EST and PST time zones.

Life at Our India Operations

At our India operations, we foster a culture of inclusiveness, accountability, and innovation. We believe in empowering our teams to take ownership, drive impact, and contribute meaningfully to global success.

We offer a structured yet flexible work environment that balances performance with employee well-being. Our benefits framework for India includes:

• Provident Fund, Gratuity, and statutory benefits as per Indian regulations
• Comprehensive Group Medical Insurance (Employee + Dependents)
• Group Personal Accidental Insurance coverage
• In-office meal benefits (subsidized breakfast/lunch/evening snacks as applicable)
• Hybrid work model with defined collaboration days
• Structured leave policy
• Career progression opportunities within a fast-growing global SaaS organization
• Learning & leadership development support
• Quarterly engagement activities, Celebrations and recognition programs

You will work alongside a globally connected team with strong leadership support and collaborative cross-functional exposure. We encourage proactive thinking, ownership, and initiative—ideas are welcomed, and execution is supported.

As a people-first organization, we are committed to building a high-performance culture where growth, accountability, and innovation go hand in hand.

Our 5 Stage Recruitment Process

1. HR Screening (15–30 mins)
   Initial discussion covering role alignment, compensation expectations, shift flexibility, and cultural fit.
2. Technical & Operational Interview
   Assessment of incident management expertise, SLA governance, reporting discipline, and SaaS support experience.
3. Scenario-Based Assessment
   Live case simulation involving a major incident escalation, customer communication handling, and RCA approach.
4. Leadership Interaction
   Discussion with Global Support/Operations leadership focusing on strategic thinking, stakeholder management, and team leadership capability.
5. Final HR Discussion & Offer Rollout
   Compensation alignment, notice period discussion, background verification initiation, and formal offer issuance.

Equal Employment Opportunity

Rightsline is an equal-opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity, and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.

Note: This job description is intended to convey essential information about the scope and requirements of the position. It is not intended to be an exhaustive list of qualifications, skills, duties, or responsibilities associated with the role.