technical support engineer Jobs in Mangaluru

technical support engineer

customer operations manager Jobs in Mangaluru

customer operations manager

customer operations specialist/project manager Jobs in Mangaluru

customer operations specialist/project manager

customer success analyst Jobs in Mangaluru

customer success analyst

senior manager - support operations Jobs in Mangaluru

senior manager - support operations

customer support manager

Saviynt

<div>
 
 
 We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers
 
 
 
 
 and ensuring timely, high-quality resolutions to technical issues.
 
 
 
 
 
 
 
 WHAT YOU WILL BE DOING
 
 <ul>
 <li>
 
 Team Leadership:
 
 Lead and manage a team of technical support engineers,
 
 </li>
 </ul>
 providing guidance, mentorship, and support to ensure exceptional customerservice.
 
 Shift Management:
 
 Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries.
 
 Customer Escalations
 
 : Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues.
 
 Performance Monitoring
 
 : Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics.
 
 24x7 Support Strategy:
 
 Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations.
 
 Training &amp; Development:
 
 Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills.
 
 Continuous Improvement:
 
 Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience.
 
 Collaboration:
 
 Work closely with other regional support teams to ensureknowledge sharing and consistency across support operations globally.
 
 
 Reporting:
 
 Prepare and present regular reports on team performance,operational challenges, and customer satisfaction to senior leadership.
 
 
 
 
 WHAT YOU BRING
 
 <ul>
 <li>
 7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role
 </li>
 <li>
 Proven track record of managing teams in a 24x7 support environment
 </li>
 <li>
 Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable
 </li>
 <li>
 Leadership: Strong people management skills with the ability to motivate and develop a team
 </li>
 <li>
 Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience
 </li>
 <li>
 Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving
 </li>
 <li>
 Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership
 </li>
 <li>
 Process-Oriented: Experience in defining and optimizing support processes and performance metrics
 </li>
 <li>
 Flexibility: Willingness to work night shifts and flexible hours to support global customers
 </li>
 <li>
 Education: Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field
 
 </li>
 </ul>
 
 
 
 
</div>

Senior Manager - Support Operations

Agoda

<div>
 
 About Agoda
 
 
 
 Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.
 
 
 
 Our Purpose -
 
 
 Bridging the World Through Travel
 
 
 
 We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
 
 
 We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.
 
 
 
 Get to Know our Team:
 
 
 
 Agoda&rsquo;s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda&rsquo;s values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer&rsquo;s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda&rsquo;s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
 
 
 
 The Opportunity:
 
 
 
 Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology?
 
 
 We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Pune
 
 ,
 
 you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity.
 
 
 In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members&rsquo; strengths, weaknesses and motivations.
 
 
 The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team.
 
 
 You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network.
 
 
 
 In this Role, you'll get to:
 
 
 
 <ul>
 <li>
 Continuously monitor the traffic &amp; highlight discrepancies and take actions on spot if needed to ensure that service levels are met
 </li>
 <li>
 Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
 </li>
 <li>
 Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
 </li>
 <li>
 Ensure the proper and effective implementation of new and existing customer service structures &amp; procedures
 </li>
 <li>
 Understand &amp; analyze traffic reports, proactively make suggestions for improvement
 </li>
 <li>
 Monitor team attendance, document infractions and implement corrective action
 </li>
 <li>
 Assist with planning/organizing the proper coverage &amp; align staffing
 </li>
 <li>
 Supervise the quality assurance process and related training of staff members to ensure quality customer service.
 </li>
 <li>
 Participate in recruitment activities (screening, interviewing)
 </li>
 <li>
 Act as a backup of Operations Manager if needed
 
 
 </li>
 </ul>
 
 What you'll Need to Succeed:
 
 
 
 <ul>
 <li>
 At least 2 years of people management experience in a contact center environment.
 </li>
 <li>
 Will be managing at least a group of 15 people in an inbound contact center set up.
 </li>
 <li>
 Excellent English communication skills (verbal &amp; written).
 </li>
 <li>
 Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
 </li>
 <li>
 Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
 </li>
 <li>
 Must be able to handle multiple projects and effectively manage different timelines
 </li>
 <li>
 Proven experience and knowledge in effective hiring, training, coaching and people management practices
 </li>
 <li>
 Experience in managing remote teams is an advantage
 </li>
 <li>
 Proficiency in Microsoft products including Word, Excel and PowerPoint
 
 
 </li>
 </ul>
 #newdelhi #bangalore #gurgaon #gurugram #hyderabad #kolkata #noida #CUST #4
 
 
 
 Discover More About Working At Agoda
 
 
 
 <ul>
 <li>
 Agoda Careers https://careersatagoda.com
 </li>
 <li>
 Facebook https://www.facebook.com/agodacareers/
 </li>
 <li>
 LinkedIn https://www.linkedin.com/company/agoda
 </li>
 <li>
 YouTube https://www.youtube.com/agodalife
 
 
 </li>
 </ul>
 
 Equal Opportunity Employer
 
 
 
 At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person&rsquo;s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
 
 
 We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
 
 
 
 Disclaimer
 
 
 
 We do not accept any terms or conditions, nor do we recognize any agency&rsquo;s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
 
 
</div>

Customer Experience Team Manager - English Team (Pune)

Hotelogix

<div>
 
 CSS
 
 
 
 
 Experience:
 
 3 - 5yrs
 
 
 
 Shift Timing:
 
 12noon - 9PM
 
 
 
 Objectives of this Role
 
 
 
 <ul>
 <li>
 Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
 </li>
 <li>
 To better customer adoption by meeting upsell/cross-sell targets.
 </li>
 <li>
 Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
 </li>
 <li>
 Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
 </li>
 <li>
 Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
 </li>
 <li>
 Maintain existing customer success metrics and data as directed.
 
 
 </li>
 </ul>
 
 Daily and Monthly Responsibilities
 
 
 
 <ul>
 <li>
 Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
 </li>
 <li>
 Review the customer journey, identifying how its supported, taking a consultative approach in helping clients overcome issues and achieve goals.
 </li>
 <li>
 Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
 </li>
 <li>
 Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
 </li>
 <li>
 Prepare necessary documentation or visuals for the client to demonstrate performance of campaigns.
 </li>
 <li>
 Work with the sales and marketing team to drill customer references and develop case studies, testimonials, and other required marketing materials.
 
 
 </li>
 </ul>
 
 Required Skills and Qualifications
 
 
 
 <ul>
 <li>
 3-5 years of experience in communications, marketing, sales, account management, or customer success.
 </li>
 <li>
 Strong verbal and written communication, strategic planning, and project management skills.
 </li>
 <li>
 Analytical and process-oriented mindset.
 </li>
 <li>
 Comfortable working across multiple departments in a deadline-driven environment.
 </li>
 <li>
 Active team player, self-starter, and multi-tasker who can quickly adjust priorities.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Bachelors degree.
 </li>
 <li>
 Knowledge of Zoho will be a plus point.
 
 
 </li>
 </ul>
 
 Locations:
 
 Karnataka, Bengaluru, India
</div>

Customer Success Specialist - EMEA

Google

<div>
 Note: By applying to this position you will have an opportunity to share your preferred working location from the following:
 
 Bengaluru, Karnataka, India; Hyderabad, Telangana, India
 
 .
 
 Minimum qualifications:
 
 
 
 <ul>
 <li>
 Bachelor's degree in HR, Business, a related field, or equivalent practical experience.
 </li>
 <li>
 5 years of experience in a customer or client-facing role supporting vendor operations.
 </li>
 <li>
 5 years of experience managing third-party logistics relationships.
 
 
 </li>
 </ul>
 
 Preferred qualifications:
 
 
 
 <ul>
 <li>
 Ability to communicate investigative findings and strategies to technical staff, executive leadership, legal counsel, and internal and external clients.
 </li>
 <li>
 Ability to advocate for creator solutions that protects the YouTube ecosystem and its employees.
 </li>
 <li>
 Ability to work in and keep up with a fast moving environment via effective prioritization and time management.
 </li>
 <li>
 Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities in the YouTube ecosystem.
 </li>
 <li>
 Strong technical acumen and ability to quickly assimilate new information.
 
 
 </li>
 </ul>
 
 About the job
 
 At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun &mdash; and we do it all together.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Own sensitive, high-consequence escalations by thoroughly investigating creator/consumer issues and developing bespoke communication strategies via email, social and phone that mitigate security and brand risks to YouTube.
 </li>
 <li>
 Develop deep connections with regional teams to support and consult in complex creator escalations.
 </li>
 <li>
 Serve as a consultant to cross-functional stakeholders on product/policy changes. Own difficult conversations with internal stakeholders.
 </li>
 <li>
 Organize and implement cross-functional initiatives, ensuring alignment with broader operations efforts.
 </li>
 <li>
 Identify workflow gaps to improve creator escalations that ensure full de-escalation in a timely manner.
 
 
 
 </li>
 </ul>
 Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .
</div>

Outreach Operations Specialist, YouTube

Blissclub

<div>
 
 Since its inception in 2020, Blissclub has become one of the fastest brands to reach 100 CR ARR and has grown 85% year-on-year with an ever-growing community who love to #keepmoving with us.
 
 
 In this role, you will have an opportunity to lead the next stage of Blissclub&rsquo;s operations strategy to fuel our exponential growth and innovation journey.
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 Warehousing &amp; Inventory Management
 
 : Manage warehouse operations with accurate inventory tracking, replenishment planning, and loss prevention. Monitor ageing and liquidation across channels
 
 
 
 Distribution &amp; Logistics
 
 : Optimize dispatches across D2C, marketplaces, retail and quick commerce. Build strong logistics partnerships to meet SLAs, reduce RTOs, and improve delivery TATs
 
 
 
 Fulfillment Excellence
 
 : Ensure smooth order flow, packaging standards, and post-order experience across formats. Build systems to automate and track fulfilment performance
 
 
 
 Operations Systems &amp; Reporting
 
 : Create and maintain dashboards for margin tracking, stock coverage, operational KPIs, and partner performance
 
 
 
 Customer Support:
 
 Lead the customer support team, addressing customer queries across multiple channels, ensuring a seamless experience with high customer satisfaction
 
 
 
 Cross-functional Alignment
 
 : Collaborate with Sourcing, Finance, Category, and Growth to plan demand, control costs, and support business momentum with real-time execution
 
 
 
 Sourcing &amp; Procurement
 
 : Identify, evaluate, and negotiate with vendors for packaging materials
 
 
 
 
 
 
 
 
 
 Qualifications:
 
 
 
 -6&ndash;10 years of experience in consumer brand operations, particularly in D2C. Your expertise will be instrumental in navigating and scaling our backend operations
 
 
 -Familiarity with Easyecom, ERP tools, and reconciliation workflows
 
 
 -Experience with multi-channel fulfilment including Q-commerce, retail and marketplaces
 
 
 
 -Inventory and Logistics Expertis
 
 e: A deep understanding of inventory systems, warehousing workflows, and logistics SLAs is crucial. You should be adept at optimizing these processes to enhance efficiency and effectiveness
 
 
 
 -Operational Excellenc
 
 e: An obsession with operational hygiene, process discipline, and speed is necessary. We value candidates who maintain high standards and consistently seek improvements in operational processes
 
 
 
 -Data-Driven Approac
 
 h: A data-driven mindset is a must, with the ability to execute hands-on and manage vendors effectively. You should be comfortable with using data to make informed decisions that drive operational success
 
 
 
 -Cultural Fi
 
 t: We are looking for a candidate with a founder-mindset, who is a proactive problem solver and thrives in a fast-paced environment. There is no room for inertia, and we seek someone who embraces challenges with enthusiasm
 
 
 
 
 
 
 
 
 
 Who we are:
 
 
 
 Led by the OG Blissqueen, Minu Margeret: https://in.linkedin.com/in/minu-margeret-2a414
 
 
 057Blissclub was founded in 2020 by Minu, because she couldn't find great quality activewear where the fit, functionality and feel were just right. Designing technical apparel for movement requires a deep understanding of the problems faced by the wearer and we at Blissclub are spearheading a revolution to design with intent and for every&rsquo;body.
 
 
 
 
 
 
 
 
 Come say hi!
 
 
 https://blissclub.com/
 
</div>

Manager -Strategy and Operations

Weave

<div>
 The Customer Success Operations Analyst will play a key role in organizing, analyzing, and reporting on customer success data to help the CS team make informed decisions. This role builds and maintains performance reports, tracks pilots and churn, and ensures internal processes and documentation are accurate and up-to-date. The Analyst collaborates closely with the Customer Success Manager, Product, Engineering, and Support teams to provide actionable insights, streamline workflows, and surface opportunities or risks. This position is ideal for someone who enjoys turning data into clarity and bringing structure to a fast-growing, evolving CS operation.
 
 
 <ul>
 <li>
 This position will be Hybrid (Bengaluru, India)
 </li>
 <li>
 Reports to: Head of Product &amp; Customer Success and Customer Success Manager
 
 
 </li>
 </ul>
 What You Will Own
 
 
 
 The duties and responsibilities of the role.
 
 
 
 <ul>
 <li>
 Build and maintain performance reports, pilot tracking sheets, and churn analysis.
 </li>
 <li>
 Prepare customer-facing visuals, slide decks, and internal notes from usage data.
 </li>
 <li>
 Track internal progress on feature requests, customer feedback loops, and follow-ups.
 </li>
 <li>
 Maintain accurate and up-to-date documentation, including playbooks, testing steps, and agreements.
 </li>
 <li>
 Collaborate with Product, Engineering, and Support teams to ensure tasks and projects move forward.
 </li>
 <li>
 Review customer performance trends to spot opportunities, risks, and insights that inform CS strategy.
 
 
 </li>
 </ul>
 What You Will Need to Accomplish the Job
 
 
 
 The minimum qualifications for the role - education, experience, certifications, skills.
 
 
 
 <ul>
 <li>
 1&ndash;2 years of experience in customer success operations, analytics, project support, or similar roles.
 </li>
 <li>
 Strong organizational and project management skills to manage timelines, dependencies, and deliverables.
 </li>
 <li>
 High attention to detail, ensuring reports, documentation, and processes are accurate and reliable.
 </li>
 <li>
 Problem-solving mindset &mdash; you can investigate issues independently and act on findings.
 </li>
 <li>
 Proficiency in Google Sheets or Excel, including pivot tables, formulas, and charts.
 </li>
 <li>
 Clear written and verbal communication skills for summarizing data into actionable insights.
 </li>
 <li>
 Comfortable with tools like Google Workspace, Notion, HubSpot, and Slack.
 
 
 </li>
 </ul>
 What Will Make Us Love You
 
 
 
 Preferred Qualifications - Including Personality Traits And Soft Skills.
 
 
 
 <ul>
 <li>
 Experience in CS operations or analytics within a fast-growing SaaS environment.
 </li>
 <li>
 Enjoys creating structure and clarity in evolving processes.
 </li>
 <li>
 Collaborative and solutions-oriented, with the ability to work across multiple teams.
 </li>
 <li>
 Strong analytical thinking and curiosity &mdash; you dig into data to uncover trends and insights.
 </li>
 <li>
 Exceptional attention to detail and ownership of tasks, following through from start to finish.
 </li>
 <li>
 Comfortable working in a hybrid environment and balancing multiple priorities
 
 
 </li>
 </ul>
 Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
 
 
 
 All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
 
</div>

Customer Success Operations Analyst

Microsoft

<div>
 
 Organization Summary
 
 
 
 If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works, and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft, our partners, and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.
 
 
 Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and executing transactional services across the Enterprise customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality, and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience.
 
 
 
 
 
 Position Description
 
 
 
 The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.
 
 
 The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?
 
 
 
 Responsibilities
 
 
 
 
 Contracting and Order Management
 
 
 
 <ul>
 <li>
 Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
 </li>
 <li>
 Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month .
 
 
 </li>
 </ul>
 
 Billing Management
 
 
 
 <ul>
 <li>
 Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
 </li>
 <li>
 Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.
 </li>
 <li>
 Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.
 
 
 </li>
 </ul>
 
 Customer Service
 
 
 
 <ul>
 <li>
 Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
 </li>
 <li>
 Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
 </li>
 <li>
 Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
 </li>
 <li>
 Handle escalated customer service issues and complaints in a professional and efficient manner.
 </li>
 <li>
 Work closely with other departments to resolve customer issues and ensure a positive customer experience.
 </li>
 <li>
 Develop and implement processes and procedures to streamline the customer service operation.
 </li>
 <li>
 Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
 </li>
 <li>
 Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.
 
 
 </li>
 </ul>
 
 Operations Excellence: Optimization and Process improvement
 
 
 
 <ul>
 <li>
 Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery .
 </li>
 <li>
 Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts .
 
 
 </li>
 </ul>
 
 Stakeholder Management (Field, Partners, Customers)
 
 
 
 <ul>
 <li>
 Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Required Experience/Minimum Qualifications
 
 
 
 <ul>
 <li>
 4+ years of work experience in contracting &amp; order management, pipeline management, &amp; billing execution, with a focus on financial accuracy, compliance, and risk management.
 </li>
 <li>
 Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
 </li>
 <li>
 Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers.
 </li>
 <li>
 Bachelor&rsquo;s degree in business, Operations, Finance or related field AND operations, program management or process management work experience
 </li>
 <li>
 OR equivalent experience.
 </li>
 <li>
 On site presence minimum 3 days/week.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 2+ years of experience in customer service operations, managing escalations, improving service metrics, &amp; implementing process improvements to streamline operations.
 </li>
 <li>
 Experience with similar industry Business Value deal constructions.
 </li>
 <li>
 Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
 </li>
 <li>
 Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.
 
 
 </li>
 </ul>
 Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
</div>

Customer Operations Manager

Explore 578+ Customer support manager in Mangaluru this November. Find roles across top companies and apply now to boost your career.