Senior Manager - Support Operations

About Us:

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide.Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Job Summary: 

We are looking for a highly skilled and experienced Support Manager to lead our Functional Support Consultant team. This team is responsible for providing high-quality support for our robust and scalable SaaS products. As a Support Manager, you will be a key leader, ensuring our team delivers continuous, delightful customer experiences and resolves issues efficiently.

Key Responsibilities 

Team Leadership: Lead and manage a team of Functional Support Consultants, fostering a people-first mentality and a collaborative environment. You'll be responsible for coaching, mentoring, and developing your team to ensure they are the "ultimate HighRadian ambassador".

Performance Management: Monitor team and individual performance against key metrics and SLAs. Use your knowledge of support KPIs to drive continuous improvement in areas like response time, resolution time, and customer satisfaction.

Operational Excellence: Oversee the day-to-day operations of the support team, ensuring that best practices for service delivery are followed. You will manage ticket queues, dynamically prioritize issues, and multitask as needed to maintain efficiency.

Escalation Handling: Act as the primary escalation point for complex or critical customer issues. You will use your excellent communication and problem-solving skills to de-escalate situations, provide quick resolutions or workarounds, and ensure issues are driven to resolution.

Customer Advocacy: Champion the customer experience by understanding and empathizing with client situations. You will partner with internal and external stakeholders to provide a "delightful customer experience".

Cross-Functional Collaboration: Serve as a liaison between the support team and other departments, communicating customer feedback and insights to inform product development and company strategy.

Skills and experience needed 

Experience: Proven experience in a Support Manager role, preferably within a SaaS application environment.

UK/US Client Experience: Demonstrated experience managing support teams that handle UK and US clients.

KPI Knowledge: Strong knowledge and practical experience with key performance indicators (KPIs) for support teams.

Communication Skills: Excellent communication skills, particularly in handling escalations and resolving conflicts with a collaborative approach.

Technical Acumen: A technology-centric background with familiarity in application troubleshooting practices and tools like case management, knowledge bases, and defect management.

Problem-Solving: Strong logical, analytical, and problem-solving skills to effectively manage and resolve complex Issues

What You’ll Get 

Competitive salary. 

Fun-filled work culture (https://www.highradius.com/culture/) 

Equal employment opportunities. 

Opportunity to build with a pre-IPO Global SaaS Centaur