Manager- Above Market Customer Support

Job Summary: 

As Manager – Above Market Customer Support, you will lead a team of associates and senior associates to deliver seamless, high-quality client service across multiple markets. You will oversee query resolution, reporting, and stakeholder engagement, ensuring adherence to SLAs and driving continuous improvement. This role requires strong leadership, operational oversight, and the ability to translate data into actionable insights for senior stakeholders. You will play a pivotal role in shaping a resilient, client-centric support model while mentoring your team for growth and succession.

Key responsibilities:

• Client Query Oversight – Ensure timely, accurate resolution of client queries across multiple markets, meeting SLA standards.

• Escalation Management – Act as the senior escalation point for complex issues, guiding resolution and maintaining client trust.

• Stakeholder Engagement – Build and sustain strong relationships with senior client stakeholders, proactively managing expectations.

• Reporting & Insights Delivery – Oversee preparation and validation of KPI reports, dashboards, and client-ready materials with zero-defect accuracy.

• Governance & Data Quality – Maintain high standards of documentation, version control, and data integrity across all outputs.

• Team Leadership & Development – Lead, coach, and mentor associates and senior associates, fostering accountability, growth, and succession readiness.

• Knowledge Sharing & Team Enablement: Champion best practices, tool adoption, and product updates to strengthen team capability. Support onboarding by sharing processes and resources, ensuring new members integrate smoothly.

• Cross-Functional Collaboration – Drive connected delivery by coordinating with local, regional, and global teams (Client Delivery, Analytics, Commercial, Operations, Product).

• Continuous Improvement – Monitor service metrics, identify recurring issues, and implement process/product enhancements to improve efficiency and client experience.

• Strategic Contribution – Shape a resilient, client-centric support model by aligning team outputs with organizational goals and driving innovation.

A little bit about you

You’re a strategic leader with >7 years of client support or operations experience, including team management. Skilled in Excel, PowerPoint, Word and Power BI. You thrive in data-driven environments and can turn complex outputs into clear insights. You are a customer-centric, detail-oriented, and organized professional with strong communication skills that enable you to effectively engage with senior stakeholders. You excel at cross-functional collaboration, mentoring teams, and driving continuous improvement, while staying adaptable in a fast-paced, multicultural setting.