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Strong Tier-1 brand and Bangalore metro increase applicant density despite senior specialization.
Strong Salesforce/Slack platform and AI tooling requirements limit cross-industry transferability.
Explicit 8+ years, management, platform and AI tooling requirements make selection highly stringent.
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Lead global Slack product support operations ensuring 24/7 coverage and meeting/exceeding KPIs for customer satisfaction.
Drive cross-organizational collaboration, global process standardization, and manage high-priority escalations to minimize business disruption.
Own transformational initiatives enhancing operational efficiency using AI-driven tools and continuous team development across regions.
8+ years in Technical Support with at least 2+ years in a management role leading technical teams.
Bachelor’s degree in a technical domain is mandatory.
Experience with Salesforce/Slack platform and enterprise-level support tools; proven ability managing AI-driven technical support tools and escalation management.
Willingness to work flexible shifts across APAC, EMEA, or AMER (EST or PST) as business needs dictate.
Experienced leader in managing global technical support teams with strong operational rigor and accountability for KPIs.
Proficient in leveraging AI tools (Salesforce Einstein, AI diagnostics, coding assistants) for case resolution and process optimization within support engineering.
Skilled in strategic collaboration across Product, Engineering, and other functions to drive support transformation and customer experience improvements.