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Open nowPosted 35 hours ago

Product Support Manager

Workable (global search)106,839 open roles

Where
Mumbai, MH, India
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Your applicationOpen nowProduct Support ManagerWorkable (global search) · Mumbai, MH, India

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The clock on this job

Early applications get read.

9.0% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 5 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.9%3 days
  3. 9.0%7 days
  4. 15.5%14 days
  5. 33.9%30 days
This job: posted 35 hours ago

Workable (global search) median: 5 days open

The posting

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟱𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟱𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟱-𝟮𝟱 𝗟𝗣𝗔)

Experience: 8+ yrs

Location: Pune, Maharashtra, Mumbai, Maharashtra, Hyderabad, Telangana

Job Type: Full-time

We are looking for an experienced Support Operations Manager to build, lead, and scale an India-based technical and product support team. This role requires a strong combination of people leadership, support operations, process development, service delivery, and transition management.

The ideal candidate will have experience establishing offshore support functions, developing high-performing teams, and ensuring consistent service delivery against defined Service Level Agreements (SLAs). Experience in Healthcare Revenue Cycle Management (RCM) or healthcare technology support will be a strong advantage.

Requirements

Key Responsibilities

  • Recruit, onboard, train, and develop Support Engineers to build a scalable and high-performing India support team.
  • Lead structured knowledge-transfer initiatives with U.S.-based support and product teams, including shadowing, reverse shadowing, and readiness assessments.
  • Develop and maintain support processes, runbooks, troubleshooting guides, escalation matrices, and knowledge bases for each product.
  • Plan and execute phased transitions of support ownership from the U.S. team to India, ensuring clear milestones, readiness checks, and sign-offs before each product goes live.
  • Establish standard operating procedures for ticket triage, prioritisation, assignment, investigation, resolution, and escalation.
  • Oversee day-to-day ticket management to ensure issues are assigned appropriately and resolved within agreed SLAs.
  • Monitor support metrics, including ticket volumes, resolution times, backlog, SLA compliance, and escalation trends.
  • Identify operational risks, recurring issues, and service delivery gaps, and implement corrective actions.
  • Manage critical escalations and coordinate with Product, Engineering, and other stakeholders to drive timely resolution.
  • Build strong working relationships with U.S. clients, leadership, and cross-functional teams to ensure effective communication and service continuity.
  • Coach team members, establish performance expectations, and promote ownership, collaboration, and continuous improvement.
  • Continuously improve support workflows, team productivity, documentation quality, and overall customer experience.

What Makes You a Great Fit

  • 8+ years of experience in technical support, product support, support operations, or service delivery, including at least 3 years managing multi-tier support teams.
  • Proven experience building or scaling offshore support functions, including recruitment, training, process design, and SLA management.
  • Experience managing phased transitions, migrations, knowledge transfers, or the transfer of operational ownership across geographies.
  • Strong understanding of ticketing workflows, incident management, troubleshooting, escalation management, and support performance metrics.
  • Experience in Healthcare RCM, healthcare technology, or healthcare software support is highly desirable.
  • Demonstrated ability to develop support documentation, runbooks, knowledge bases, and standard operating procedures.
  • Strong stakeholder-management skills and experience collaborating with U.S.-based clients, teams, and leadership.
  • Excellent written and verbal English communication skills.
  • Strong leadership and coaching capabilities, with the ability to build accountable, motivated, and customer-focused teams.
  • Analytical and problem-solving skills, with a proactive approach to identifying risks and improving service delivery.
  • Ability to manage competing priorities, maintain operational discipline, and deliver consistent results in a fast-paced environment.
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