Lead Delivery Manager in SaaS Support

Enhance customer support as a Lead Delivery Manager focusing on SaaS operations. This role is ideal for those passionate about technical excellence and customer satisfaction.
In this position, you will leverage over 8 years of experience in technical support and customer success roles. The position demands close collaboration with enterprise clients, product teams, and delivery units to achieve operational excellence. Your expertise in L2/L3 support frameworks and cloud solutions will be pivotal in effectively managing high-severity issues.
Key Responsibilities:
• Supervise a 24x7 support team operations
• Direct customer communications during escalations
• Ensure adherence to service quality metrics
• Foster a customer-first culture in the support team
• Develop training programs for support staff
Requirements:
• Minimum 8 years in a relevant delivery role
• Experience with tools like ServiceNow and Jira
• Strong analytical and reporting skills
• Ef...