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Senior Manager - Support Operations

Date Posted: Jun 29, 2026

Job Detail

  • location_on
    Location Hyderabad, Telangana, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Nov 11, 2026

Job Description

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



Source: HighRadius careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

India

HighRadius openings shown on Kaam Ki Khoj are read directly from the company's own careers site and link back to it. Apply there; Kaam Ki Khoj does not process applications for these roles and is not affiliated with HighRadius. Read More

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