Enterprise Support Manager

About the Role We are seeking a highly motivated, client-focused individual to join the Global Relay Client Services team. As part of the Client Services Team, the Manager, Client Services will lead Global Relay customer‑facing teams in a 24/7 environment, responsible for day‑to‑day operations and overseeing a team of 6‑12 experienced subject matter experts. The Manager will build strong relationships with peers to execute departmental strategies. Responsibilities Lead a team that provides a high level of technical support and customer satisfaction. Conduct weekly 1:1s, prepare performance assessments, mentor and guide professional and technical development. Provide continuous feedback, address underperformance, recognize strengths and contributions. Develop a superior understanding of Global Relay Products and Services. Monitor and analyze support metrics, customer feedback and system performance to drive continuous improvement. Manage staffing plans and work scheduling. Facilitate open communication between Technical Support and other departments. Collaborate with development and product teams to address software issues, bug fixes and feature enhancements. Provide training and mentoring to support staff to ensure continuous skills development. Stay updated on industry trends, emerging technologies and best practices to improve support operations. Manage and resolve escalations related to the support process, direct reports or product. Oversee documentation of support processes, FAQs and knowledge base articles to enhance self‑service capabilities. Provide world‑class customer experience in all parts of work. Skills & Qualifications Proven experience managing enterprise‑level support teams, driving performance, engagement and operational excellence. Strong ability to partner cross‑functionally with Sales and Account Management teams, ensuring alignment on customer priorities, renewals and retention strategies. Builds strong relationships with peers and stakeholders to deliver on common goals. Acts as a goal‑oriented, self‑starter who can work independently and reliably with minimal supervision. Demonstrates strong ability to work comfortably under pressure in a fast‑paced environment and handle challenging situations with integrity, empathy and sincerity. Adapts and pivots quickly under changing conditions and embraces new challenges. Showcases good judgment and prioritization skills to proactively solve problems and make strong decisions. Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment. Has strong ability to react and effectively remove roadblocks affecting team efficiency. Understands and can communicate at all levels the impact to business and customers from service incidents. Leads technical recovery to mitigate and restore service, minimizing impact to customers for major incidents while considering all aspects of Incident Management. Identifies opportunities to improve efficiency and effectiveness of the team. Ensures new products, services and features are fully supportable and meet non‑functional requirements. Identifies and recruits exceptional talent to improve the overall skillset and experience level of the team. Manages direct reports with different levels of technical knowledge and experience. Exemplifies strong written and verbal communication skills, managing client and peer internal interactions. About You Successful candidates will exhibit strong communication and people‑management skills and act as personable relationship builders. The successful candidate has a strong track record as a servant leader, with a focus on clearing roadblocks, enabling teams to best support customers, and a history of leadership in a customer or end‑user SaaS Support environment. 10 years SaaS support experience in a client‑facing role. At least 5 years of progressive leadership experience within a support organization. Exceptional communication and collaboration skills, enabling effective building of relationships with technical and non‑technical stakeholders. Experience building trusted relationships with internal stakeholders in a collaborative, customer‑obsessed environment. Hands‑on leadership experience managing enterprise support teams, focusing on quality, customer satisfaction and scalable processes. Strong ability to set priorities and coordinate work efficiently and effectively. Adaptability to work with multiple teams on projects with varying degrees of flexibility and rigidity. Working Conditions Global Relay Client Services is a 24x7 team using a follow‑the‑sun model. Managers may be required to work outside of business hours, including weekends and statutory holidays. This is a fully in‑office role, with flexibility as required. What You Can Expect At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive mentoring, coaching and support to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work, working alongside smart, talented individuals from diverse backgrounds. Equal‑Opportunity Employer Global Relay is an equal‑opportunity employer committed to diversity, equity and inclusion. We seek to ensure reasonable adjustments, accommodations and personal time are tailored to meet the unique needs of every individual. #J-18808-Ljbffr