Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

For Employers

Add office photos

Engaged Employer

Tracelink

Compare

3.1

based on 48 Reviews

20 Tracelink Jobs

Global Tech Support Leader

TraceLink Inc.

3.1

based on 48 Reviews

8-10 years

Pune

1 vacancy

Global Tech Support Leader

Tracelink

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Supply Chain Management Automation Testing Customer Support Incident Management Operational Excellence

+ 3 more

Job Description

Define and implement a strategic vision for global customer support, delivering seamless 24/7 operations within defined SLAs to exceed customer expectations.
Oversee critical escalations, aligning cross-functional teams (Customer Success, Engineering, Product, Technical Services, and Sales) to ensure swift resolution and customer satisfaction.
Lead the development and execution of support performance plans, ensuring delivery against KPIs, MBOs, and business objectives.
Drive operational excellence through the adoption of best practices, efficiency improvements, and scalable processes that support global growth.
Oversee global support teams to maintain top-tier performance, fostering professional development, engagement, and a culture of excellence.
Build and maintain an operational dashboard to provide real-time visibility into key metrics and issue resolution performance.
Champion the voice of the customer across the organization, leveraging insights to drive actionable strategies for retention, satisfaction, and loyalty.
Develop and implement advanced AI and automation strategies to enhance case resolution, self-service, and cost-to-serve metrics while maintaining a human-centred customer experience.
Define and execute a segmentation strategy, aligning service levels with customer needs and expectations for optimal outcomes.
Lead the Global Incident Management strategy, ensuring a robust, follow-the-sun approach to minimize downtime and maximize responsiveness.
Partner with Product and Engineering teams to prioritize bug fixes and feature development, ensuring alignment with customer feedback and business goals.
Drive continuous improvement initiatives to reduce inefficiencies, optimize resource allocation, and maintain exceptional service quality.
Foster strong customer relationships, manage expectations, and address escalations with clarity and empathy.

Candidate Expertise Required

Bachelor s degree in a related field; MBA or equivalent experience is preferred.
Minimum of 8 years in leadership roles within global customer support organizations, with experience managing 24/7 operations.

Direct experience building and managing global organizations.

Proven success in developing and executing support strategies at scale, including KPI-driven operational management.
Data-driven mindset with the ability to translate complex metrics into actionable business strategies.
Exceptional communication and influence skills, with the ability to effectively engage stakeholders at all levels.
Demonstrated experience driving cross-functional alignment and fostering collaboration across global teams.
Expertise in leveraging AI and other emerging technologies to transform support experiences and efficiencies.
Inspirational leader who thrives on building high-performing teams and driving cultural accountability.
Strong track record of building customer advocacy programs and championing the customer voice across an organization.
Demonstrates ownership, initiative, and a solution-oriented mindset.
Ambassadorship for change, driving innovation and continuous improvement.
Inspires trust and excellence, fostering accountability at all levels.
Demonstrates commitment to delivering best-in-class customer experiences.
Experience with Salesforce Service Cloud and Atlassian JIRA is a plus.