Customer Support Manager

About the role

We are seeking a proactive, customer‑focused Customer Support Manager to act as the primary operational point of contact for our clients. You will ensure the successful delivery of support services, software upgrades, and change requests while driving customer satisfaction and operational excellence.

Key responsibilities

• Serve as the main operational contact for assigned customers, building strong relationships and monitoring SLA performance.
• Oversee handling of defects, service requests, and change requests, tracking Jira tickets and coordinating internal follow‑up.
• Lead small‑scale customer service and upgrade projects from initiation to closure, managing scope, timelines, budgets, and risks.
• Monitor KPI achievement, safeguard customer budgets, and contribute to continuous improvement within the support organization.

Required profile

• Strong sense of ownership and accountability with excellent communication and stakeholder‑management skills.
• Proven project‑management capabilities and experience with incident, service, and change management.
• Organized, collaborative, and adaptable in a dynamic environment.
• Customer‑oriented mindset with solid problem‑solving abilities and affinity for IT infrastructure and managed services.

Required skills

• Jira

What we offer

• Opportunity to lead cross‑functional teams and influence service delivery.
• Exposure to a range of IT infrastructure, cloud, and software solutions.
• Professional growth in a fast‑moving, customer‑centric environment.