Senior Manager / Associate Director – Customer Support
George Bernard ConsultingSri Lanka only
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Lead and manage global L1–L3 customer support teams across multiple products, regions, and time zones, including 24x5 / 24x7 support models.
Own customer experience metrics, service performance, SLA adherence, escalations, and key support KPIs including CSAT, backlog management, resolution efficiency, and reduction of recurring issues
- Develop workforce and capacity planning strategies to ensure optimal resource allocation and consistent support coverage.
- Partner with Product Engineering, Quality Engineering, and Infrastructure teams to enhance platform availability, reliability, and issue resolution processes.