Assistant Manager/Deputy Manager/Manager- Care Operations

Assistant Manager/Deputy Manager/Manager- Care Operations

Job Responsibilities:

• Lead a high-performing customer support team to deliver fast, accurate, and empathetic assistance to clients.
• Oversee the end-to-end customer journey from onboarding and setup to successful adoption and ongoing satisfaction.
• Ensure customer issues are addressed promptly, thoroughly, and with clear communication.
• Collaborate closely with engineering, product, and operations teams to drive smooth issue resolution and service improvements.
• Monitor team performance, maintain SLA compliance, and proactively identify opportunities to enhance support efficiency and quality.
• Act as a trusted point of contact for both customers and internal stakeholders, fostering strong relationships and accountability.

Education and Experience:

• Bachelors degree in Computer science, Electrical & Electronic Engineering, Telecommunication Engineering, or a related discipline.
• 6–10 years of experience in technical support, customer operations, or service delivery within a cloud or technology environment.
• Proven experience in leading or mentoring support teams with a focus on collaboration, motivation, and performance excellence.
• Professional certifications such as CCNA, HCIA, JNCIA, or RHCSA will be considered a strong advantage.
• Excellent communication and interpersonal skills, with the ability to convey complex technical information clearly-especially in English.
• Solid understanding of cloud computing models (IaaS, PaaS, SaaS) and fundamental networking concepts.
• Flexibility to work in rotational shifts, including weekends, to ensure 24/7 service coverage.

Soft Skills We Value

• Composed under pressure, yet decisive and action oriented.
• Genuinely customer-centric, with a passion for helping others succeed.
• Organized, adaptable, and committed to continuous learning and improvement.
• Receptive to feedback and driven by a mindset of growth and excellence.