Senior Manager, Customer Support Engineering at MindTickle

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Sales EnablementIndustries

Requirements

12-15 years of experience in technical support, customer success
2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization

Responsibilities

Shape the strategy, structure, and culture of the Support function, anchored in customer trust, technical depth, and operational rigour
Lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and deliver exceptional service to global enterprise customers
Act as the voice of the customer and a strategic partner to Product, Engineering, and Success teams
Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success
Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership
Demonstrate success in reimagining support operations using AI or AI-based quality scoring, redefining workflows, and staying ahead of AI-driven support trends and tooling
Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence
Leverage automation and AI (e.g., integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity
Drive data-driven decision making: leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows
Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc
Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes
Champion the voice of the customer internally and close the loop with actionable feedback
Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution
Drive continuous upskilling through training and career development programs
Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence
Instill a culture of accountability, collaboration, and continuous improvement within the support org
Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems

Skills

Customer Support Engineering

Team Leadership

Customer Success

Technical Support

Enterprise Support

Operational Excellence

Strategic Planning

Customer Experience

MindTickle

Sales readiness and enablement platform

About MindTickle

MindTickle provides sales readiness and enablement solutions through a platform that focuses on training sales teams using micro-learning, social interactions, and gamified methods. The platform delivers small, digestible learning content that engages users and enhances their training experience. MindTickle caters to a diverse range of clients, from small businesses to large enterprises, particularly in customer-centric industries like MedTech and technology. Unlike many competitors, MindTickle offers a subscription-based software as a service (SaaS) model, allowing clients to access their tools based on user needs and service levels. Key features of the platform include virtual coaching tools, data-driven insights, and readiness assessments, all aimed at improving sales skills and customer interactions. The company's goal is to continuously enhance sales capabilities and ensure teams are well-prepared to deliver exceptional customer experiences.

San Francisco, CaliforniaHeadquarters

2012Year Founded

$273.6MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Enterprise Software, EducationIndustries

501-1,000Employees