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Senior Manager / Associate Director – Customer Support

VitalHub Innovations Lab   Colombo • Full-time

We are looking for a senior Customer Support leader to manage global, multi-product L1–L3 support operations across regions and time zones. The role will own customer experience, service quality, high availability, reliability, and customer satisfaction.

The ideal candidate should bring strong experience in SLA-driven support, escalations, 24x5 / 24x7 operations, ITIL practices, global client engagement, and compliance expectations such as GDPR, SOC 2, data handling, access controls, and audit readiness.

Key Responsibilities

  • Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
  • Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
  • Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
  • Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
  • Drive ITIL-aligned incident, problem, and change management practices
  • Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
  • Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
  • Promote accountability, continuous improvement, and customer-centricity across the support function

Skills & Qualifications

  • 12+ years of experience, with 5+ years in senior customer / application support leadership
  • Experience supporting global enterprise customers, preferably across North America, UK, and similar regions
  • Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations
  • Strong communication and stakeholder management skills, including global client engagement
  • Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness

Nice to Have

  • Healthcare, EHR, clinical systems, or other business-critical support experience
  • Post-acquisition or multi-product environment experience
  • Experience with automation, self-service, or AI-enabled support initiatives
  • ITIL certification or equivalent service management certification