Senior Manager Customer Support

About ITILITE ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors. Learn more: Role Overview We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10–20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes. Working Model: Work from Office Schedule: US Shift Timings Key Responsibilities: Team Leadership & People Management • Lead and mentor a 10–20+ member US-based support team, fostering high performance. • Manage full-cycle hiring with HR, from sourcing to onboarding. • Conduct monthly 1:1s to review performance, recognize strengths, and set development plans. • Serve as primary contact for grievances, ensuring fair and timely resolution. Operations & Escalation Handling • Oversee the resolution of complex customer issues by managing all escalated cases. • Lead daily team briefings to address performance gaps and share critical updates. • Ensure business continuity by providing operational support during weekends when required. • Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage. Quality, Process, & Performance Improvement • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards. • Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution. • Leverage data insights on productivity and behavior to drive personalized coaching and professional development. • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines. • Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs. Reporting & Cross-Functional Collaboration • Deliver strategic insights through weekly ARC Sales Report analysis and distribution. • Align cross-functional teams on performance goals for cohesive execution. • Serve as primary contact for technical and product inquiries, ensuring swift resolution. • Optimize Freshdesk configurations and account setups for maximum efficiency. What should you have? • A seasoned people leader with over 3-4 years of hands-on experience, successfully managing teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a plus. • A data-driven strategist who measures, analyses, and optimizes performance, using data to inform every decision. • Analytical and detail-oriented, with a natural curiosity and strong logical skills to dig into the "why" behind every metric and turn insights into action. • Agile and results-focused, thriving in fast-moving environments and consistently driving towards key business results. • A continuous learner, eager to acquire new skills and adapt to new workflows, tools, and industry best practices.

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