Manager, Client Support Operations – Interop Platforms

This is a fully remote position, open to applicants in India.

📋 Description

• Lead a team dedicated to providing exceptional technical and application support to clients across designated products or solution areas.

• Responsible for team performance, operational execution, escalation management, and achieving client support outcomes.

• Offer daily leadership to guarantee the consistent execution of support processes, fulfillment of service commitments, and effective resolution of client issues.

• Collaborate across functions with Product, Engineering, Platform, Client Success, and other internal teams to address complex client challenges, enhance operational processes, and improve the overall client support experience.

• Cultivate team capabilities, uphold operational discipline, monitor service performance, and promote continuous improvement within support operations.

• Oversee daily support operations for assigned products or solution areas, ensuring consistent application of support processes and service standards.

• Leverage AI-driven analytics to identify systemic risks, performance trends, and adoption gaps that inform enterprise strategy.

• Prepare and present operational updates, issue trends, and team performance insights to leadership.

⛳️ Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field.

• Over 6 years of experience in technical support, application support, client services, or similar operational support roles.

• A minimum of 2 years of people leadership experience, including responsibilities for coaching, performance management, and team development.

• Proven experience managing escalated client issues in a client-facing support environment.

• Familiarity with using operational metrics and service data to assess team performance and drive enhancements.

• Experience collaborating cross-functionally with product, engineering, or service teams to resolve intricate client issues.

• Preferred experience in supporting enterprise software, SaaS platforms, or healthcare technology solutions.

• ITIL or other service management certification is preferred.

• Leadership, operations, or project management certifications are also preferred.

• Strong understanding of client support operations and service delivery practices.

🏝️ Benefits

• Professional development opportunities