Aptly Tech - Manager - Customer Service Operations (5-8 yrs)

The Opportunity:

- We are seeking a passionate and experienced Operations Manager to lead our team of Technical Support Engineers in Bangalore (Blr) or Hyderabad (HYD).

- This role provides a unique opportunity to drive operational excellence within a global support environment, spanning APAC, EMEA, and US time zones.

You will be responsible for:

- Building a High-Performing Team: Lead, mentor, and coach a team of technical support engineers, fostering a culture of continuous learning and development.

- Delivering Exceptional Customer Service: Ensure your team provides timely, high-quality technical assistance to customers across various channels (email, chat, phone, video calls).

- Strategic Management: Set and monitor team goals, KPIs, and SLAs (Service Level Agreements) to ensure efficient and effective support operations.

- Process Improvement: Develop and implement best practices, policies, and procedures for support engineering, including troubleshooting, escalation protocols, documentation, and communication.

- Resource Management: Oversee the support team's access to the necessary tools, resources, and training for success.

- Metrics & Analytics: Analyze and report on support metrics, trends, and customer feedback, identifying areas for improvement and driving data-driven decision making.

- Collaboration: Foster strong relationships with internal stakeholders (product, engineering, sales) and external partners to ensure best practices and customer-centric solutions.

- Technical Knowledge: Stay updated on the latest product features, enhancements, and bug fixes to empower both your team and customers.

Who We Are Looking For:

- Proven experience (5-8 years) as an Operations Manager or similar role within a software company.

- Strong leadership skills with the ability to motivate, coach, and mentor a team.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to thrive in a fast-paced, global environment and prioritize tasks effectively.

- A customer-centric mindset with a passion for delivering exceptional customer service.

- Degree in Computer Science, Engineering, or a related field (or equivalent work experience).

- Certifications or training in Support Engineering, Customer Service, or Management a plus