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Job Description
Position: Support Manager Night Shift
Roles & Responsibilities:
- Manage end-to-end night-shift support operations and ticket queues.
- Ensure SLA/TAT compliance, timely ticket resolution, and service quality.
- Handle customer escalations, incident management, and root-cause analysis.
- Monitor ticket trends, workload distribution, and team performance.
- Lead, mentor, and motivate the night-shift support team.
- Coordinate with cross-functional teams and global stakeholders.
- Maintain accurate shift handover reports and ensure operational continuity.
- Work hands-on with Zendesk, JIRA, or similar ticketing tools.
Required Skills:
- Strong people management, leadership, and decision-making skills.
- Experience in SLA/TAT management and escalation handling.
- Excellent analytical, troubleshooting, and communication skills.
- Ability to independently manage night-shift operations and support global customers.
- Experience with Zendesk, JIRA, or similar support platforms is preferred.
Add a concise position summaryInclude staffing and queue ownership
Skills
Product SupportManagementClient SuccessTechnicalService DeliveryDeliveryCustomer ServiceSupport ManagementOperationsTat ManagementIncident ManagementIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Ciel HR Careers offer a unique opportunity to join a revolutionary human resources and staffing solutions firm that redefines the recruitment landscape. With an innovative approach to matching the right talent with the right opportunities, Ciel HR is committed to excellence in HR services across various industries. A career at Ciel HR means becoming part of a team that values integrity, innovation, and customer satisfaction. The company fosters an environment of growth, learning, and empowerment, making Ciel HR Careers ideal for professionals passionate about driving human capital success. Whether you're interested in recruitment, HR consulting, or staffing solutions, Ciel HR offers the platform to excel and make a significant impact in the HR industry.
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