Youtap Limited is seeking an experienced International Customer Support Desk Manager to lead and optimize our global customer support operations. In this role, you will manage a diverse, multi-regional support team dedicated to delivering exceptional service to our international client base, which includes major banks, telecoms, and enterprise customers.
You will be responsible for ensuring timely incident resolution, driving customer satisfaction, and maintaining effective communication across different time zones and cultures. This role requires a strategic leader with deep expertise in support desk management, excellent interpersonal skills, and a commitment to operational excellence.
Key Responsibilities
- Lead and manage a global customer support desk with multi-regional teams providing 24/7 support coverage.
- Develop and implement standardized support processes, SLAs, and performance metrics tailored for international customers.
- Coordinate escalations and ensure effective incident, problem, and request management aligned with ITIL best practices.
- Drive continuous improvement initiatives to enhance support quality, efficiency, and customer experience.
- Collaborate with cross-functional teams including engineering, product, and customer success to resolve complex issues and communicate effectively with customers.
- Manage workforce planning, recruitment, training, and development of international support staff.
- Oversee reporting and analytics on support performance, customer satisfaction, and issue trends globally.
- Ensure compliance with regulatory and security requirements relevant to international markets.
Requirements
- You MUST have Cloud (MS Azure, AWS, GCP, Kubernetes, Helm) and Platform (Java, SpringBoot, PostGreSQL) experience and expertise for this role.
- Minimum 5 years' experience managing international or multi-regional customer support or service desks.
- Proven leadership in delivering 24/7 customer support services with high customer satisfaction.
- Strong understanding of ITIL framework and incident/problem/change management.
- Excellent communication and interpersonal skills with the ability to manage diverse teams across different cultures and time zones.
- Experience with Jira Service Desk.
- Ability to analyze support metrics and drive process improvements.
- Background in fintech, banking, telecom, or enterprise software support is preferred.
- Fluency in English is required; additional language skills are a plus.
Benefits
Competitive compensation. The opportunity to build and shape a mission-critical function. Exposure to world-class enterprise technology and global customers. Collaborative team environment in a growing, innovative company
