Senior Manager, Customer Support and Advocacy

Nexus Cognitive Technologies•Atlanta, GA

4d•Hybrid

About The Position

Nexus Cognitive is seeking a highly experienced and motivated Sr. Manager of Customer Support & Operations to lead our newly established Customer Excellence Center in India (Pillar I). This critical role is responsible for transitioning our support organization from a reactive model to a proactive, high-resolution technical engine. The Sr. Manager will drive a cultural shift toward high-ownership and automation-first processes, ensuring scalable growth and significant improvement in customer experience.

Requirements

Experience with CRM/Helpdesk software (e.g., Zendesk, Salesforce Service Cloud) and building community forums.
Proven ability to coach staff on "Soft Skills" and "Technical Communication" rather than just "AIOps and Automation."
Proven experience in leading, multi-tiered (Tier 1–3) technical support and operations teams, preferably in a fast-paced SaaS or platform environment.
Demonstrated success in driving cultural and operational transformations, particularly in shifting teams to a high-ownership, automation-first mindset.
Expertise in using automation to improve the customer experience.
Exceptional leadership skills with the ability to manage and mentor technical teams in a global setting, particularly in establishing operational excellence in an India-based center.
Strong technical background to guide teams in achieving high-resolution technical engine status and contributing to systemic stability efforts.
Familiarity with foundational big data and container orchestration technologies (e.g., Kubernetes, Spark, Hadoop, etc.) is highly desirable.

Responsibilities

Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.
Cultivate a team culture focused on empathy, rapid resolution, and reducing customer effort.
Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.
Lead the creation of a robust customer-facing knowledge base to empower self-service.
Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception, significantly reducing manual intervention.
Drastically reduce the Engineering Escalation Rate, with a target of keeping core Engineering's capacity on firefighting to less than 15%.
Establish clear accountability and measure performance based on Incident Ownership —the percentage of issues fully managed and resolved by the India hub without U.S. intervention.
Work closely with the Senior L3 Support Engineer (who is embedded in the CRE team) to ensure a tight feedback loop, informing systemic stability fixes and code-based remediation.
Oversee the urgent recruitment and integration of new India-based Customer Support Engineers (3–5) to prepare for the WF transition and account for team maturation.