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Customer Support Manager

1 week ago

Singapore APBA TG HUMAN RESOURCE PTE. LTD. Full time

Customer Support Manager
The
Customer Support Manager
is responsible for overseeing customer support operations while managing software releases and deployments. This role ensures seamless customer service, incident resolution, and smooth software release processes. The ideal candidate should have strong leadership, problem-solving, and technical skills to bridge the gap between
customer support, development, and operations teams .
Roles & Responsibilities
1. Customer Support Management
Define and monitor
SLAs, KPIs, and customer satisfaction metrics .
Develop and implement
customer support strategies
to enhance service quality.
Act as the primary escalation point for critical customer issues.
Collaborate with technical teams to identify and resolve recurring issues.
Maintain and update
support documentation, FAQs, and knowledge base .
Visit customer locations regularly
to assess issues, provide support, and build strong client relationships.
2. Incident & Problem Management
Ensure incidents are
properly logged, categorized, and resolved
within SLAs.
Conduct
root cause analysis (RCA)
for recurring customer issues and drive long-term solutions.
Improve
support workflows and automation
to optimize ticket resolution.
Coordinate with
L2 support teams and project teams
for complex issue resolution.
3. Release Management & Deployment Oversight
Plan, coordinate, and review
patches
in collaboration with project and support teams.
Define and manage the
release lifecycle , including pre-release planning, testing, deployment, and post-release assistance.
Monitor
release performance and rollback strategies
if needed.
4. Stakeholder Communication & Collaboration
Work closely with
product, L2, and QA
to align releases with customer expectations.
Communicate
release plans, deployment schedules, and support escalations
to stakeholders.
Provide
customer feedback and incident reports
to product, project, and support teams for continuous improvement.
Conduct
customer impact assessments
before major releases.
5. Process Improvement & Best Practices
Implement
ITIL best practices
for service and release management.
Train and mentor support staff on
technical and customer service skills .
Establish a culture of
continuous learning and knowledge sharing .
Key Requirements
Technical Skills:
Strong understanding of
customer support operations, SLAs, and escalation handling .
Experience with
ITIL, incident management, and ticketing systems
(e.g., ServiceNow, JIRA).
Hands-on expertise in
release management, deployment strategies, and CI/CD pipelines .
Familiarity with
Agile, DevOps, and software development lifecycle (SDLC) .
Experience in
database management .
Soft Skills:
Strong
problem-solving and decision-making skills .
Excellent
communication and stakeholder management abilities .
Ability to handle
customer escalations and build long-term client relationships .
Detail-oriented with a
focus on process optimization and continuous improvement .
Preferred Qualifications:
7+ years of experience
in customer support, release management, or related fields.
ITIL, PMP, or Agile Scrum certifications (preferred).
Experience in
payment processing, banking, or financial services
(preferred).
Interested candidates, please send your CVs to
Regret to inform that only shortlisted candidates will be notified.
CEI: R1988671
EA License: 14C7275
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