Senior Manager / Associate Director – Customer Support
George Bernard Consulting
Pay not stated in the advert
Sri Lanka
Full-time
Manager
Customer Support & BPO
Posted 4 Oct
About the job
Lead and manage global L1–L3 customer support teams across multiple products, regions, and time zones, including 24x5 / 24x7 support models.
Own customer experience metrics, service performance, SLA adherence, escalations, and key support KPIs including CSAT, backlog management, resolution efficiency, and reduction of recurring issues
Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage.
Partner with Product Engineering, Quality Engineering, and Infrastructure teams to enhance platform availability, reliability, and issue resolution processes.
Establish and drive ITIL-aligned incident, problem, and change management frameworks.
Ensure compliance with regulatory and security requirements, including GDPR, SOC 2, data protection practices, access controls, and audit readiness.
Build effective customer feedback mechanisms to influence product improvements and engineering roadmaps.
Foster a culture of ownership, continuous improvement, operational excellence, and customer-focused support delivery.
Skills & Qualifications
12+ years of overall experience, including 5+ years leading customer or application support teams at a senior management level.
Proven experience supporting global enterprise customers, particularly across North America, the UK, and other international markets.
Strong understanding of ITIL frameworks, SLA management, support KPIs,
escalation processes, support platforms, and distributed operations.
