Job Level: Senior
Experience: 7+ Years
Job Type: Full-time, Company – Emplay Analytics Inc
No of positions: 1
Job Location: Remote (Work From Home)
Working Hours: 3:00 PM – 12:00 AM IST (Monday to Friday)
Salary Range (CTC): As per Company Standards
About the Role:
This is a foundational leadership role — not just managing tickets, but building Emplay’s customer support function from the ground up. You will take ownership of strategy, execution, tooling, team structure, and performance management. You’ll design processes, define SLAs, recruit and mentor a high-performing team, and partner closely with product and engineering to ensure rapid issue resolution and strong customer advocacy.
At Emplay, we build intelligent AI copilots for enterprise workflows using LLMs, RAG pipelines, and agentic orchestration. As our Senior Manager – Customer Support, you will be responsible for institutionalizing scalable support operations that match the pace and complexity of our AI-driven platform.
Educational Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or related field (preferred)
- Certifications in ITIL, Service Management, API integrations, or SaaS tools are a plus
Key Responsibilities:
Support Function Ownership:
- Define the vision, goals, and roadmap for Emplay’s customer support organization
- Build the support team structure, resource allocation plans, and onboarding programs
- Design SOPs, workflows, escalation matrices, and service tiers aligned with customer SLAs
- Implement ticketing, reporting, and automation tools to support scale
- Own hiring, training, team structure, and capacity planning
Customer Success & Escalation Management:
- Lead resolution of customer issues with technical depth and urgency, especially across APIs, integrations, and platform features
- Serve as the primary contact for high-priority issues, customer stakeholders, and critical escalations
- Ensure effective case triage, prioritization, and closure with minimal friction
- Proactively improve resolution times, ticket hygiene, and customer feedback loops
Cross-functional Alignment:
- Collaborate with engineering, product, and delivery teams to resolve platform issues
- Translate support feedback into product requirements and hotfixes
- Participate in internal release QA and post-deployment checks from a customer lens
- Maintain alignment with account management, onboarding, and implementation teams
Reporting & Metrics:
- Define and track KPIs (SLA adherence, CSAT, FRT, MTTR, ticket backlog, etc.)
- Build dashboards and publish regular reports to the COO and executive team
- Use data to inform team strategy, hiring, process changes, and automation priorities
- Create incident postmortems, trend analyses, and actionable insights
Team Leadership & Culture:
- Manage, mentor, and scale a team of 3–5 support engineers and analysts
- Conduct regular reviews, coaching, and performance evaluations
- Foster a customer-first, detail-oriented, and collaborative team culture
- Ensure knowledge transfer, documentation practices, and shadowing processes are in place
Required Skills & Qualifications:
- 7+ years of experience in technical support, customer success, or solution engineering roles
- Strong background in SaaS support operations, preferably in fast-paced or AI/tech startups
- Working knowledge of APIs (REST, Postman), SSO (OAuth2, SAML), and web technologies (HTML, JS)
- Hands-on experience with tools like ServiceNow, Jira, Freshdesk, or similar platforms
- Experience leading a team, setting up support infrastructure, and driving org-level initiatives
- Ability to design, write, and implement SOPs, playbooks, and process automations
- Comfort presenting to senior leadership and influencing cross-functional stakeholders
Preferred Qualifications:
- Technical background (developer, QA, system engineer)
- Experience with scripting or low-code automation platforms
- Background in managing support for LLM-based or AI-powered products
- Familiarity with ITSM frameworks (e.g., ITIL, COBIT)
What You’ll Gain:
- Founding ownership of Emplay’s customer support department
- Strategic influence on product quality, customer experience, and delivery success
- The opportunity to scale a support function for an AI-first SaaS platform
- Leadership pathway to Head of Customer Support or VP – Customer Success roles
- A remote-first, high-trust environment where your systems will power global growth
Hiring Process:
3 Rounds of Interview (Technical + Leadership + Final Round)
Application Process:
You can apply on this job portal
or
Submit your resume and relevant details to: placement@emplay.net
Email subject line: Application – Senior Manager – Customer Support – Emplay Inc
Please include the following in your email:
- Current CTC
- Expected CTC
- Notice period
- Years of relevant experience
- Reason for job change
- LinkedIn profile link
