Assistant Manager / Lead Assistant Manager - Customer Success & Product Support (InsightsHub)

Total Experience: 6-8yrs

Location: Pune/Noida/Bengaluru-Hybrid

Job Description – Assistant Manager/ Lead Assistant Manager, Customer Success & Product Support (InsightsHub)

• Lead incident triage, prioritization, and resolution for production issues.

• Coordinate with Product, Engineering, DevOps, QA, and Infrastructure teams to resolve complex issues.
  

About the Role
We are seeking an experienced Manger/Senior Manager – Customer Success & Product Support to lead post-production support for InsightsHub, our AI-powered contact center analytics platform. This role will own customer support operations, lead L1 and L2 support teams, and serve as the primary point of contact for customer escalations, ensuring timely resolution and exceptional customer experience. 
The ideal candidate is a customer-focused leader with strong technical acumen, excellent stakeholder management skills, and a proven track record of managing enterprise SaaS or analytics products in production.

Key Responsibilities
Customer Support & Service Delivery 
Own end-to-end post-go-live support for InsightsHub across enterprise customers.
Lead and manage L1 and L2 support teams to deliver best-in-class customer support.
Ensure adherence to SLAs for incident response, resolution, and customer communication. 
Act as the primary escalation manager for critical production issues.
Build strong relationships with customer stakeholders and drive issue resolution through to closure.
Incident & Problem Management
Lead incident triage, prioritization, and resolution for production issues.
Coordinate with Product, Engineering, DevOps, QA, and Infrastructure teams to resolve complex issues.
Drive Root Cause Analysis (RCA) and implement preventive actions to minimize recurring incidents.
Lead major incident bridges and provide regular status updates to customers and internal leadership.
Manage change requests and support release validation activities. 

Operational Excellence
Establish and continuously improve support processes, knowledge base, and standard operating procedures. 
Monitor support KPIs, application health, and service performance.
Identify automation opportunities to improve operational efficiency and reduce manual effort.
Drive continuous improvement initiatives to enhance platform stability and customer experience. 
Customer Success
Conduct regular service review meetings with customers. 
Provide proactive communication on product issues, fixes, and upcoming releases.
Identify product enhancement opportunities based on customer feedback and support trends.
Collaborate with Product Management to prioritize customer-driven improvements.

Leadership
Build, mentor, and develop a high-performing customer support team. 
Define team goals, monitor performance, and foster a culture of accountability and customer obsession.
Collaborate across Product, Engineering, Delivery, and Customer Success organizations.
Required Qualifications
Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
6–8 years of experience in enterprise application or SaaS support.
At least 3 years of experience leading L1/L2 support teams.
Strong experience in customer-facing production support and service delivery.
Experience managing enterprise customer escalations.
Excellent communication, stakeholder management, and leadership skills. 
Strong analytical and problem-solving capabilities.

Preferred Qualifications
Experience supporting AI, analytics, BI, or contact center platforms.
Knowledge of cloud platforms (AWS, Azure, or GCP).
Experience with SQL, APIs, log analysis, and monitoring tools.
Familiarity with Jira, ServiceNow, Zendesk, or similar support platforms. 

What Success Looks Like
High customer satisfaction through proactive communication and timely issue resolution. 
Stable and reliable production operations with minimal recurring incidents.
Efficient L1/L2 support organization delivering consistent SLA performance.
Strong collaboration across Product, Engineering, and Customer Success teams.
Continuous improvements that enhance platform reliability and customer experience. create a linkedin job post for this