Senior Manager- Application Support

Designation: Senior Manager, Application Support
Location: Hyderabad
Work Mode: Work From Office 
About US:
Foundation AI automatically ingests incoming documents, emails, and attachments from across your
firm. It profiles matches, classifies, and saves each to your DMS, and then automates document-dependent workflows according to your rules. Read more about us at www.foundationai.com.

Job Overview:
Foundation AI is seeking an experienced and dynamic Senior Manager of Customer Support to own ,lead, and drive the customer support function. This role requires someone who can design frameworks that not only focus on optimizing internal processes but also provide exceptional solutions from a customer-first standpoint. The ideal candidate will have a proven track record of designing support frameworks, improving ticket flow, establishing SLAs, and ensuring the support team is equipped with the technical training they need to succeed. The Senior Manager will be responsible for the strategic
planning and execution of customer support operations, ensuring our SLAs are met consistently, and
that our customers are provided with timely and effective solutions. The successful candidate will have
experience driving key metrics such as response times, resolution rates, and customer satisfaction, and
will work cross-functionally to ensure the highest standards of technical customer support.
Responsibilities:
1. Leadership and Strategy
● Own the Support Framework: Design, implement, and optimize a scalable support framework that prioritizes the customer experience while aligning with business objectives. This includes building robust ticketing flows, setting up escalation layers, and continuously refining process to deliver the best results for customers.
● Customer-Centric Approach: Think from the customer’s standpoint to ensure the support
framework is built to provide fast, accurate, and personalized solutions.
● Strategy Development: Develop long-term strategies to improve ticket resolution times, reduce
customer pain points, and proactively identify areas for improving the overall support function.
● SLA Management: Define and enforce Service Level Agreements (SLAs) for response times a
resolution times to ensure the team meets or exceeds customer expectations.

2. Operational Excellence
● Ticket Flow Optimization: Design ticket workflows that ensure smooth and efficient management of incoming requests. Ensure proper categorization and prioritization of tickets, with a focus on minimizing resolution times.
● Team Enablement: Lead initiatives for the continuous upskilling of the support team by developing technical training programs that ensure team members are equipped to handle complex customer issues.
● SLA Compliance: Monitor support activities to ensure that the team consistently meets or
exceeds predefined SLAs and KPIs, such as response times, resolution rates, and CS scores.

3. Technical Guidance and Problem Solving
● Advanced Support: Act as an escalation point for the most complex technical issues, providing hands-on guidance to the team and working cross-functionally with Engineering and Product teams to resolve high priority incidents.
● Process Improvements: Leverage data and insights from ticket metrics to identify inefficiencies in current processes and implement improvements to enhance team productivity and customer
satisfaction.

4. Customer Satisfaction and Escalation Management
● Customer-Focused Solutions: Ensure that support processes and solutions are designed with the customer’s best interests in mind, focusing on long-term resolution and customer success.
● Escalation Management: Proactively manage high-priority customer escalations, ensuring they are handled quickly, efficiently, and to the satisfaction of the customer

5. Training and Development
● Technical Training Programs: Design and implement ongoing technical training programs to ensure that all team members are well-equipped to resolve a variety of issues, from basic troubleshooting to complex technical queries.
● Team Development: Provide leadership and guidance to the support team, encouraging professional growth and ensuring the team remains up-to-date with the latest product developments and industry trends.

6. Quality Assurance and Metrics
● Quality Assurance: Implement QA processes to review the quality of support provided. This includes regular reviews of ticket responses, customer feedback, and resolution times.
● Performance Metrics: Track and analyze support metrics such as ticket volume, resolution time, response time, and customer satisfaction (CSAT), and use these insights to drive continuous
improvement.
● Reporting: Prepare detailed performance reports that showcase key metrics such as SLA adherence, ticket resolution rates, CSAT scores, and areas for improvement.

7. Stakeholder Collaboration
● Cross-Functional Collaboration: Work closely with the Product Development, Engineering, Data Science, Delivery and QC teams to ensure customer feedback is integrated into product development and that technical issues are resolved quickly and effectively.
● Customer Insights: Provide feedback from the support team to other departments to help improve products, services, and customer-facing processes.

Skills and Tools:
● Education and Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. A minimum of 7-10 years of experience in technical support, with at least 3 yea in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred.
● Technical Expertise: Strong proficiency in technical support processes and tools, including JIRA, Confluence, ServiceNow, Salesforce, and Intercom. Knowledge of programming languages such as Python, Java, or SQL is an advantage.
● Leadership and Communication: Exceptional leadership skills with the ability to motivate and inspire a team. Excellent communication skills, both written and verbal, with the ability to convey technical information effectively.

Problem-Solving and Decision-Making: Strong problem-solving abilities with a strategic mindset. Experience in making data-driven decisions to improve support operations.
● Customer-Centric: A deep commitment to customer satisfaction and a customer-centric approach to problem-solving.
● Flexibility: Willingness to work rotational shifts, primarily night shifts, and flexibility to extend work hours as needed.
● Cultural Fit: Foundation AI values individuals who demonstrate integrity, accountability, and a commitment to customer satisfaction. We seek team players who embrace change, are open to learning, and thrive in a diverse work environment. The ideal candidate will embody our core values and foster a collaborative and positive team culture.
● Broadband Connection: A reliable fixed-line broadband connection is required for remote work
● Professionalism: Presentable and professional in communication with customers and internal
stakeholders.
● Location: Candidates should be based in Hyderabad or willing to relocate.

If you are a seasoned technical support professional with a passion for leading and developing high-performing teams, we invite you to apply for this exciting opportunity at Foundation AI. At Foundation AI, we're committed to creating an inclusive and diverse workplace.