Director -customer Support Job in Maxval Group

Director Customer Support

Location: Bangalore, India

About MaxVal

Since 2004, MaxVal has been a pioneer in IP services, focusing on efficiency, cost-effectiveness, and continuous improvement through metrics-driven processes. We were early adopters of tech-enabled IP solutions and now serve over 600 clients worldwide. With a team of 725+ IP and technology experts, MaxVal continuously innovates to deliver outstanding customer and employee success.

Job Summary

We are seeking a dynamic and experienced Director/Senior Director of Customer Support to lead our dedicated support team. This role is critical in driving exceptional customer experiences post-production, managing issue resolution, system performance, escalations, and customer satisfaction. You will also develop and implement proactive customer engagement strategies to nurture long-term, trusted relationships with key clients.

Key Responsibilities

Leadership and Team Management

• Lead, mentor, and develop a high-performing customer support team.
• Establish and refine support processes and best practices.
• Ensure achievement of performance metrics and SLAs.
• Collaborate with leadership to align customer support strategies with business goals.
• Foster a culture of innovation and continuous improvement by evaluating new tools and methodologies.

Customer Support Operations

• Oversee timely resolution of customer issues and service requests.
• Act as the escalation point for complex and critical issues.
• Manage escalated tickets and ensure professional handling of client concerns.
• Implement Root Cause Analysis (RCA) to prevent recurring problems.
• Maintain high customer satisfaction through prompt and effective support.

Customer Engagement

• Conduct regular customer meetings to monitor system health and gather feedback.
• Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with clients.
• Identify potential risks and improvement opportunities proactively.
• Build and sustain strong relationships with key stakeholders.

Operational Excellence

• Define and monitor KPIs to measure support team performance.
• Continuously optimize support workflows and processes.
• Partner with Product, Sales, and Implementation teams for seamless customer journeys.
• Manage post-production support transitions efficiently.
• Implement and maintain support and development tools (e.g., JIRA, automation tools).
• Ensure compliance with data security standards and internal policies.

Strategic Planning

• Develop and execute long-term strategies for customer support aligned with MaxVal s vision.
• Stay informed on industry trends and best practices to enhance support capabilities.
• Provide actionable insights to senior management based on customer feedback and support metrics.

Requirements

• Bachelor s degree in Computer Science, IT, or related field; advanced degree preferred.
• Minimum 10 years of experience in customer support or related fields in technology companies.
• At least 5 years in leadership roles managing customer support teams.
• Proven experience supporting software products and technology services; Salesforce experience is a plus.
• Strong understanding of Intellectual Property management solutions preferred.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in fast-paced environments.
• Strong analytical and problem-solving skills.
• Customer-centric mindset dedicated to delivering excellent service.