# Senior Manager – Support Operations

- Link: https://100xfounder.com/job/highradius-senior-manager-support-operations-506f36/
- Published: 2026-06-29T13:51:59+05:30
- Author: Ishaan Vardhan

### 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