Customer Support Leadership Role We are seeking a skilled Customer Support Team Manager to oversee our Global Support department in Safety-Driven SaaS Environments. This is a pivotal role that drives operational excellence and champions customer experience standards. The ideal candidate will have at least 5 years of experience in customer support, with a proven track record of managing KPIs such as CSAT, SLA, and QA. A strong people-first mindset, proactive communication skills, and a commitment to continuous improvement are essential for this position. - Key Responsibilities: - Manage team reliability, attendance, and employee relations while championing continuous improvement. - Guide day-to-day operations, enforce standards, and optimize support processes to elevate performance and business outcomes. - Collaborate with cross-functional departments, including Product, Implementation, QA, Strategic Accounts, and Vendors. What We Offer: - A dynamic and supportive work environment that fosters professional growth. - Competitive compensation and benefits package. - Opportunities for upskilling through Emapta Academy courses. - Flexible working arrangements to suit your needs. Requirements: - At least 5 years of experience in customer support, including at least 2 years in a leadership or managerial role. - Background in tech-enabled support environments or SaaS platforms (preferred). - Proven track record of managing KPIs such as CSAT, SLA, and QA. - Strong people-first mindset; proactive, communicative, and committed to continuous improvement. How to Apply: Submit your application, highlighting your relevant experience and skills. We look forward to hearing from you!