Senior Manager / Associate Director – Customer Support
vitalhub· Support
About this role
We are looking for a senior Customer Support leader to manage global, multi-product L1–L3 support operations across regions and time zones. The role will own customer experience, service quality, high availability, reliability, and customer satisfaction.
The ideal candidate should bring strong experience in SLA-driven support, escalations, 24x5 / 24x7 operations, ITIL practices, global client engagement, and compliance expectations such as GDPR, SOC 2, data handling, access controls, and audit readiness.
Key Responsibilities
- Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
- Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
- Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
- Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
- Drive ITIL-aligned incident, problem, and change management practices
- Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
- Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
- Promote accountability, continuous improvement, and customer-centricity across the support function
Skills & Qualifications
- 12+ years of experience, with 5+ years in senior customer / application support leadership
- Experience supporting global enterprise customers, preferably across North America, UK, and similar regions
- Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations
- Strong communication and stakeholder management skills, including global client engagement
- Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness
Nice to Have
- Healthcare, EHR, clinical systems, or other business-critical support experience
- Post-acquisition or multi-product environment experience
- Experience with automation, self-service, or AI-enabled support initiatives
- ITIL certification or equivalent service management certification
Frequently Asked Questions
Is the salary disclosed for the Senior Manager / Associate Director – Customer Support position at vitalhub?
The salary for this Senior Manager / Associate Director – Customer Support role at vitalhub is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Manager / Associate Director – Customer Support position at vitalhub located?
This Senior Manager / Associate Director – Customer Support role at vitalhub is based in Colombo, Western, Sri Lanka, Hybrid. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Manager / Associate Director – Customer Support role at vitalhub full-time or part-time?
This is listed as a Full Time position. It is posted as a Senior Manager / Associate Director – Customer Support role in the Support department at vitalhub.
Which team or department does the Senior Manager / Associate Director – Customer Support at vitalhub belong to?
This Senior Manager / Associate Director – Customer Support position is part of the Support department at vitalhub. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Manager / Associate Director – Customer Support position at vitalhub?
Click the "Apply Now" button on this page. You will be redirected to vitalhub's official application portal hosted on bamboohr where you can submit your application directly.
When was the Senior Manager / Associate Director – Customer Support job at vitalhub posted?
This Senior Manager / Associate Director – Customer Support position at vitalhub was posted on Jun 12, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Manager / Associate Director – Customer Support
vitalhub
You'll be redirected to vitalhub's official application page on bamboohr.