We are seeking an experienced Customer Support Operations Manager to lead an assigned team of support analysts and optimise support operations. This role is responsible for developing team capability, ensuring strong technical and product understanding, and driving operational excellence to improve customer outcomes.
The Customer Support Operations Manager plays a key role in shaping the support organisation’s culture, fostering collaboration within the team and across functions, and proactively identifying and removing obstacles that impact team performance and customer experience. The role focuses on leadership, performance management, mentoring, and continuous improvement while operating in a customer‑centric, outcome‑driven environment.
A Day in The Life Typically Includes
Leadership & Team Management
- Lead, motivate, and coach a team of approximately 10 Support Analysts
- Set clear expectations and goals aligned with organisational objectives
- Conduct regular performance evaluations and provide constructive, actionable feedback
- Support career development through coaching, mentoring, and development planning
- Foster a positive, collaborative, and inclusive team culture
- Drive engagement and motivation by recognising achievements and individual contributions
- Ensure team members have the required training, knowledge, and enablement to succeed
- Contribute to shaping the culture of the Support organisation in line with wider company goals
Process Improvement, Technical & Product Knowledge
- Maintain and continuously develop a solid understanding of technical and product environments
- Ensure the team has the appropriate technical and product knowledge to address customer needs effectively
- Identify, analyse, and implement improvements to support processes to enhance efficiency and effectiveness
- Develop, document, and maintain standard operating procedures (SOPs) and workflows
- Monitor key performance indicators (KPIs) and identify trends or areas requiring improvement
Team & Customer Experience
- Collaborate closely across the Support organisation and with Product Development, Cloud Operations, and other key stakeholders
- Proactively identify recurring issues, systemic problems, and operational blockers
- Ensure the team is equipped to manage customer issues efficiently and effectively
- Monitor customer feedback and drive continuous improvement in customer experience
- Implement strategies to improve support effectiveness, customer satisfaction, and retention
Reporting & Analysis
- Produce regular reports on support operations performance and key metrics
- Analyse data to identify trends, risks, and improvement opportunities
- Take a proactive, data‑driven approach to issue identification and resolution
- Present insights, findings, and recommendations to senior management
Plan Management
- Develop and manage the support operations plan for the assigned team
- Monitor expenses and ensure adherence to agreed plans and budgets
Basic Qualifications
- Proven experience in Customer Support or Operations Management
- Demonstrated leadership and people management capability
- Strong analytical, problem‑solving, and troubleshooting skills
- Excellent communication and interpersonal skills
- Experience working with customer support tools and technologies
Preferred Qualifications
- Experience working in a high‑growth, fast‑paced, global environment
- Experience with data analysis and reporting tools
- Knowledge of ERP systems, Cloud technologies, or technical support environments
- Domain knowledge in Supply Chain, Manufacturing, or Warehouse Management
- Understanding of industry best practices in customer support operations
- Experience with project management methodologies
- Bachelor’s degree in a relevant field or equivalent practical experience
Infor is an Equal Opportunity Employer. We do not discriminate based on sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.
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