Description
This is a fully remote leadership role for an experienced Customer Support Operations Manager. You will lead high-performing support teams, drive operational excellence, manage major incidents, and improve customer support across the APAC region.
Mandatory Requirements
- Experience leading multi-tier customer support teams, including Team Leaders and senior technical staff.
- Strong leadership in SaaS, cloud, internet, telecommunications, or similar technology environments.
- Ability to work independently and manage multiple priorities.
- Excellent written and verbal communication skills.
- Experience managing stakeholders, vendors, BPO providers, and customer escalations.
- Knowledge of ITIL processes (Incident, Problem, Change, Request, and Knowledge Management).
- Ability to analyze KPIs and implement operational improvements.
- Knowledge of email technologies such as SPF, DKIM, DMARC, IMAP, POP, and SMTP.
The Opportunity
- Lead APAC Customer Support Operations.
- Manage Customer Care (L2), Technical Resolutions (L2), and Technical Escalations (L3) teams.
- Oversee outsourced Level 1 support providers.
- Lead major incident management and customer communications.
- Manage service delivery, KPIs, and continuous improvement.
- Work closely with Engineering and Product teams.
- Ensure support readiness for product releases and operational changes.
Why Atmail?
This role offers the opportunity to own customer support operations, lead high-performing teams, influence business decisions, and improve the customer experience across APAC.
Requirements
-
4+ years of experience in Information Technology.
- Proven leadership experience in customer support operations.
- Strong problem-solving, decision-making, and team management skills.
