Job Description
We are seeking a highly experienced and strategic Senior Software Customer Support Manager to lead our support operations and serve as a direct partner to our global clients. In this senior leadership role, you will be responsible for shaping our global support strategy, ensuring an exceptional experience with SimpleMDG, and directly managing relationships with key international stakeholders. You will not only oversee and scale our customer support team but also act as the executive escalation point and primary advocate for our global customer base. Standout candidates will possess exceptional executive communication skills, cross-cultural business acumen, and a proven track record of managing enterprise-level global clients.
Responsibilities
- Act as the primary strategic point of contact for key global clients, leading regular engagements, business reviews, and ensuring the successful execution of high-level requests across multiple time zones.
- Lead, mentor, and scale the customer support team, fostering a culture of excellence, accountability, and continuous improvement.
- Drive the global support strategy, establishing and optimizing workflows to ensure world-class service delivery and adherence to stringent SLAs.
- Serve as the ultimate escalation point for critical, high-impact technical issues and VIP global accounts, working directly with clients to achieve prompt and satisfactory resolutions.
- Collaborate closely with global product, engineering, and sales leadership to advocate for product enhancements based on direct feedback from international clients.
- Establish, monitor, and report on comprehensive support metrics and KPIs to executive leadership to drive business decisions.
- Oversee resource allocation, shift strategies, and on-call rotations to guarantee seamless 24/7 or follow-the-sun support coverage for our global user base.
- 7-10 years of experience in Software Customer Support (B2B SaaS preferred), with at least 3+ years in a senior management or leadership capacity.
- Extensive, proven experience working directly with global, enterprise-level clients and managing international accounts.
- Exceptional English fluency (written and verbal) is mandatory, alongside strong executive presence and cross-cultural communication skills.
- Proven track record of successfully scaling, coaching, and managing high-performing technical support teams.
- High-level ability to influence internal and external stakeholders globally through persuasion, negotiation, and consensus-building.
- Advanced analytical, data-driven, and process-oriented mindset with deep expertise in global customer support metrics and strategy.
- Enthusiastic and creative in strategic problem-solving for complex global operations.
- Ability to quickly master new applications, technologies, and industry trends.
- 15 days of annual leaves
- Competitive salary (+13-month salary include)
- Health insurance, social insurance according to the government regulations
- PVI Healthcare Insurance
- Have a chance to work in an international, friendly, open environment
- Annual Travel opportunity
Benefits
- 15 days of annual leaves
- Competitive salary (+13-month salary include)
- Health insurance, social insurance according to the government regulations
- PVI Healthcare Insurance
- Have a chance to work in an international, friendly, open environment
- Annual Travel opportunity