Senior Manager, Customer Support and Advocacy at Nexus Cognitive

About the Role

We are looking for a highly experienced and motivated Manager of Customer Support & Operations to lead our newly established Customer Excellence Center in India. This critical role is responsible for transitioning our support organization from a reactive model to a proactive, high-resolution technical engine.

Key Responsibilities

• →Lead the Technical Engine: Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.
• →Drive Support Excellence: Cultivate a team culture focused on empathy, rapid resolution, and reducing customer effort.
• →Voice of the Customer (VoC): Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.
• →Knowledge Management: Lead the creation of a robust customer-facing knowledge base to empower self-service.
• →Automation and AIOps: Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception.
• →Reduce Engineering Dependency: Drastically reduce the Engineering Escalation Rate, with a target of keeping core Engineering's capacity on firefighting to less than 15%.
• →Ensure Incident Ownership: Establish clear accountability and measure performance based on Incident Ownership.
• →Strategic Alignment: Work closely with the Senior L3 Support Engineer to ensure a tight feedback loop.
• →Staffing & Transition: Oversee the urgent recruitment and integration of new India-based Customer Support Engineers.