Mindtickle is looking for a passionate and forward-thinking Senior Manager/Head of Support to lead our next chapter of customer excellence. The role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.
Requirements
- 12-15 years of experience in technical support, customer success
- 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization
- Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams
- Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations
- Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact
- Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management
- Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions
- Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment
- Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems
- Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly
- Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes
- Structured problem solver who breaks down complex challenges into logical, actionable components
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Relocation Assistance
- Tuition Reimbursement
