Role Overview
As a Customer Operations Manager, you’ll establish and run the customer-facing support and service operations function across a growing portfolio of products and customer entities.
What You Will Do
You’ll own the operational framework for customer support, including Jira Service Management, incident and escalation management, SLA governance, customer onboarding, and service reporting.
Why It Might Be a Fit
The ideal candidate has proven experience in Customer Operations, Technical Support, Service Delivery, IT Operations, or Managed Services, including enterprise customer support environments.
Requirements
- Proven experience in Customer Operations, Technical Support, Service Delivery, IT Operations or Managed Services
- Strong working knowledge of L1/L2/L3 support models and hands-on experience with Jira Service Management (JSM) or a comparable ITSM platform
- Experience defining and managing SLAs, KPIs and escalation processes
- Understanding of software and application support, knowledge of SRE, DevOps and infrastructure concepts
- Experience partnering with Product and Engineering teams and producing customer-facing service reports and operational dashboards
To apply for this job please visit quantumgate.ae.
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