Senior Manager / Associate Director – Customer Support

Lead and manage global L1–L3 customer support teams across multiple products, regions, and time zones, including 24x5 / 24x7 support models. Own customer experience metrics, service performance, SLA adherence, escalations, and key support KPIs including CSAT, backlog management, resolution efficiency, and reduction of recurring issues Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage. Partner with Product Engineering, Quality Engineering, and Infrastructure teams to enhance platform availability, reliability, and issue resolution processes. Establish and drive ITIL-aligned incident, problem, and change management frameworks. Ensure compliance with regulatory and security requirements, including GDPR, SOC 2, data protection practices, access controls, and audit readiness. Build effective customer feedback mechanisms to influence product improvements and engineering roadmaps. Foster a culture of ownership, continuous improvement, operational excellence, and customer-focused support delivery. Skills & Qualifications 12+ years of overall experience, including 5+ years leading customer or application support teams at a senior management level. Proven experience supporting global enterprise customers, particularly across North America, the UK, and other international markets. Strong understanding of ITIL frameworks, SLA management, support KPIs, escalation processes, support platforms, and distributed operations. Excellent communication, leadership, and stakeholder management skills with experience managing global customer relationships. Experience working in regulated environments with knowledge of GDPR, SOC 2, data management, access governance, and audit requirements. Preferred Qualifications Experience supporting healthcare platforms, EHR systems, clinical applications, or other mission-critical business systems. Background working in post-acquisition environments or complex multi-product organizations. Experience implementing automation, self-service solutions, or AI-driven customer support initiatives. ITIL certification or equivalent service management qualification. Originally posted on Himalayas