Manager, Customer Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

At NAVEX, we're making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That's a serious impact.

We are the worldwide leader in integrated risk and compliance management software and services. As a Manager of Customer Support, you will be responsible for the oversight of Customer Support Specialists dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation. This position reports directly to the Associate Director, Customer Support.

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.
• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.
• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you'll feel at home.
• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

• Coach and develop a team of Customer Support Technicians to achieve key performance metrics
• Monitor metrics specific to team and team member performance
• Focus on 100% customer satisfaction and retention
• Ensure teams adhere to established processes to deliver a superior customer experience
• Serve as a point of escalation for customer issues
• Ensure teams deliver on key metrics
• Identify and implement enhancements to existing internal processes and procedures
• Coach and inspire staff with the goal of ongoing, individual improvement and retention

• 3+ years of related customer-facing professional experience
• 2+ years of related successful leadership experience
• Ability to effectively manage multiple team members, prioritizing responsibilities, delegating tasks, managing escalations, team coaching and career development and tracking established KPIs to ensure customers are supported
• The ability to learn and assimilate new information quickly
• Ability to work within a close-knit team environment, fostering valued internal and external customer relationships to achieve results
• The ability to execute against defined strategic initiatives with minimal management supervision
• High level of attention to detail, excellent follow through and reliability
• Ability to drive results through your job competencies of influence, strategic execution and talent development
• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results, and instills trust

• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.
• The starting pay rate for this role is 2,330,000 INR per annum with 5% MBO. Shifts ending between 12:00 AM IST and 07:00 AM IST are eligible for a night shift differential of 500 INR/day.
• Pay progression based on your performance.