General Manager, Customer Support

Key Responsibilities: - Provide world-class support for the Ordazzle e-commerce Management System. - Lead and manage engineers and cloud operations teams in a 24x7 global support environment. - Recruit, develop and manage team leads and L1/L2 engineers. - Develop and implement processes for scheduling, workload, response, resolution and quality to meet SLAs. - Prepare, document and deliver training, development plans and performance evaluations. - Handle escalations and own end-to-end customer experience, including follow-up surveys. - Participate in cross-functional projects related to product or service offerings. - Act as liaison between technical and business perspectives of customer engagements. - Work with ticketing tools in an SLA-governed environment. - Identify and learn software features; apply fixes, install and upgrade software. - Develop FAQ and knowledge-base articles. - Manage internal and external communications, conduct meetings, calls, conferences and presentations. - Participate in support and maintenance sales cycles, including RFP/RFI responses, resource and cost evaluation, and service contract drafting. - Collaborate with senior management on support and maintenance issues. - Manage stakeholders to meet contractual deliverables and resolve project risks and escalations. - Implement e-commerce best practices in the Ordazzle solution. What We're Looking For: - 10-15 years overall experience in software customer support. - Minimum 3 years managing support of cloud applications. - Good exposure to web services, REST APIs, Java, Spring Boot, microservices and MySQL. - Strong problem-solving and multitasking abilities. - Excellent client-facing, listening, written and verbal communication skills in English. - Ability to communicate clearly and accurately. - Bachelor's degree in engineering or technology; MCA preferred.