About the role

Customer Operations Team Manager to support the India Office overseeing the operations team. Drive customer success and lead internal training initiatives for effective problem solving and communication.

Responsibilities

Provide overall support and leadership of India Office for Customer Operations Team
Provide support for creation of Customer Operations projects
Join team member calls as needed to provide support and guidance
Responsible for creating new team member training
Responsible for internal training for Customer Operations Team in India Office
Responsible for Project Assignment Process
Responsible for Case Escalation Process
Meet individually with all Customer Operations Team members in India Office at least once a week to review projects and provide support
Ensure seamless communication between Services, Customer Success, and Support roles in region
Provide customer facing escalation support for Services, Customer Success, and Support
Monitor administrative tasks of the Customer Operations Team to ensure consistency and accuracy
Provide monthly reporting to key internal stakeholders on all customers using analytics that provide updates on customer health

Proficient User of Microsoft Office Suite and support systems
Proficient User of Salesforce or comparable CRM
Excellent attention to detail
Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure and with time constraints in a fast-paced team-oriented environment.
Effective verbal, written, and visual presentation skills
Confident and professional conversation/facilitation skills over phone and video
Strong judgment, issues management, and problem analysis techniques
Knowledge of the customer lifecycle in Software as a Service (SaaS)
High degree of integrity and ability to maintain confidentiality and trust around sensitive issues.
Strong problem-solving skills, interpersonal skills and ability to develop effective working relationships with the business leaders within the company
Confidence to make decisions that balance the customer needs with the company goals
Strong communication skills and demonstrated ability to communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization

A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.
Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.
Long-Term Vision: We’re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.
Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.
Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.