Manager, Customer Support

Manager, Customer Support

Company: Concentric AI

Function: Customer Support / Customer Success

Location: Bengaluru / Hybrid

Employment type: Full-time

About Concentric AI

Concentric AI is a leading provider of AI-driven data security and Data Security Posture Management (DSPM). Our Semantic Intelligencetrade mark platform helps enterprises discover, classify, and protect sensitive data across cloud and on-premises environments, without relying on complex rules or regex. We serve a growing global customer base, and we are building a world-class support organization to match.

The Role

We are looking for a hands-on leader to build our Customer Support organization from the ground up. As the first Manager, Customer Support, you will define the support strategy, hire and develop the team, establish processes and tooling, and own the customer support experience for a global base of enterprise customers. You will start as a player-coach, shaping the foundation, and grow into a leader of a multi-region team.

Key Responsibilities

Build and lead the team

• Design the support organization structure, roles, career paths, and hiring plan (Tier 1 and escalation engineering liaison).
• Recruit, onboard, coach, and retain a high-performing team, including international team members across regions.
• Establish a culture of customer empathy, ownership, technical curiosity, and continuous learning.

Establish support operations from scratch

• Define and implement support processes: ticket triage, prioritization, escalation, incident and major-issue management, and RCA.
• Set up and optimize the support tech stack (ticketing/CRM, knowledge base, telephony, monitoring, reporting).
• Create SLAs/SLOs, support tiers, and service-level policies aligned with enterprise customer expectations.
• Build a robust knowledge base, runbooks, and self-service resources to drive case deflection.

Own customer outcomes

• Serve as the senior escalation point for critical customer issues, partnering with Engineering, Product, and Customer Success to drive resolution.
• Track and improve CSAT, NPS, first response time, time to resolution, backlog health, and SLA adherence.
• Build and maintain strong relationships with key enterprise customers during escalations and reviews.

Drive continuous improvement

• Analyze ticket trends and share customer insights and product feedback with Product and Engineering to reduce recurring issues.
• Define and report support metrics and dashboards to leadership.
• Evaluate and adopt automation and AI-assisted support to improve efficiency and customer experience.

Cross-functional collaboration

• Partner with Engineering, QA, Product, Sales Engineering, Professional Services, and Customer Success on releases, bug triage, and customer readiness.
• Contribute to product documentation, release notes, and support training for new features.

Qualifications

Required

• 10–15 years of experience in technical customer support, with at least 4–5 years in a people management or leadership role.
• Proven experience building a support team from scratch: hiring, defining processes, selecting tools, and scaling operations.
• Demonstrated experience supporting a global enterprise customer base across multiple regions, with the ability to work flexible hours across time zones as needed.
• Experience managing international or distributed teams, with strong cross-cultural communication skills.
• Strong technical foundation: understanding of SaaS and cloud platforms (AWS, Azure, GCP), APIs, networking, identity and access concepts, databases, and troubleshooting methodologies.
• Hands-on experience with support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira) and support analytics.
• Strong command of support metrics and operations (SLA management, escalation management, capacity planning, QBRs).
• Excellent written and verbal communication, with the ability to engage customers at technical and executive levels.
• Bachelors degree in engineering, Computer Science, or a related field (or equivalent experience).

Preferred (added advantage)

• Exposure to data security, cybersecurity, or Data Security Posture Management (DSPM), including data discovery and classification, data loss prevention, compliance, and risk management.
• Experience supporting security or data protection products in regulated, enterprise environments.
• Familiarity with compliance frameworks (SOC 2, ISO 27001, GDPR, HIPAA, PCI DSS).
• Experience in a high-growth startup or scale-up environment.
• Experience implementing AI/automation in support workflows.
• Relevant certifications (e.g., ITIL, cloud or security certifications).