Above Market Customer Support - Manager
Job Summary
Job Description
The Above Market Customer Support Manager is responsible for leading a high-performing team that delivers seamless, accurate, and timely client support across multiple markets. This role focuses on operational excellence, stakeholder engagement, and continuous improvement, ensuring service delivery meets agreed SLAs while translating complex data into meaningful insights for senior stakeholders.
Responsibilities:
- Oversee end-to-end resolution of client queries across multiple markets, ensuring SLA adherence
- Act as the senior escalation point for complex issues, guiding resolution and maintaining client trust
- Build and sustain strong relationships with senior client stakeholders through proactive engagement
- Oversee preparation, validation, and delivery of KPI reports and client-ready dashboards
- Maintain strong governance standards for documentation, version control, and data quality
- Lead, coach, and mentor associates and senior associates, supporting growth and succession planning
Requirements:
- More than 7 years of experience in client support, operations, or market research roles
- Prior people management and team leadership experience
- Strong proficiency in Microsoft Excel, PowerPoint, and Word, with familiarity in Power BI
- Ability to translate complex datasets into clear, actionable insights
- Excellent communication skills with experience producing senior-ready content
- Customer-centric mindset with strong organizational and problem-solving abilities
Benefits:
- Opportunity to lead and shape a global customer support function
- Exposure to executive-level reporting and strategic decision-making
- Collaborative, multicultural work environment
- Flexible and hybrid working culture with focus on professional development
This role offers a leadership opportunity to drive service excellence and operational innovation in a global insights organization.
