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Openings >> Sr. Manager-Support
Sr. Manager-Support
Title:Sr. Manager-Support
Department:Customer Success
Location:India - Bangalore or Ahmedabad

Shift Time: 9:00 PM To 6:00 AM

Job Description:


As Sr. Manager - Support, you will have the responsibility for leading a highly skilled team of customer facing web producers and support personnel who deliver 24x7 Web development and Support to Milestone’s customers globally. You will work closely with the Senior Management, Engineering, Sales, Customer Success and COE teams to ensure that Milestone is delivering overall superior Website modification, enhancements and technical/marketing support. The candidate will be able to hire, motivate, develop and retain quality customer facing web producers; build and ensure adherence to processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team.


Primary Responsibilities:

  • Provide superior website design, modification, enhancements and technical/marketing support and service to the Milestone’s customer base
  • Lead a multi-tiered, 24x7 support function to customers globally
  • Manage and develop the team, including hiring, motivation, professional development, and retention
  • Identify and facilitate training programs which will improve product knowledge, technical/marketing skills and customer handling skills of team members
  • Design, develop and implement processes, systems, and technology to operationalize and improve the Web development and Support function.
  • Define, track and improve operational metrics for effective operations
  • Handle customer and internal escalations and deal personally with difficult customer issues
  • Work with Milestone's customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team
  • Feed “Product Intelligence” and “Customer Intelligence” to the product team and the customer success teams

Required Skills/Experience:

  • 8+ years of experience in web development, production and support, with a minimum of 3 years in direct people management
  • Knowledge of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools
  • Experience in handling international customers especially in North America
  • Expertise in developing processes that help deliver high quality web production and support to customers in an effective and efficient manner
  • Excellent understanding of metrics to measure and improve the effectiveness of a high volume support organization
  • Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues
  • Familiarity with CRM or incident tracking and management systems
  • Track record of accomplishment and effectiveness within organizations
  • Good communications and interpersonal skills
  • Bachelor’s degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

  • Exposure to digital marketing is highly desired
  • Exposure to creative web design and user experience is a plus
  • Understanding of SEO and Content Management Systems is desirable
  • Experience in a start-up company or organization of a multi-national marketing or marketing technology product company
  • Experience building a team from scratch or leading transformational changes in a customer facing organization
  • Highly energetic, with a passion for helping customers
  • Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
  • Strong people leadership skills who can inspire confidence in team
  • Analytical problem solver with critical thinking capability

About Milestone

For over 25 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible. We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies.

Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018, “Best use of search” in 2019. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.  

Top Reasons to work for Milestone:

  • SPEED: We have the fastest and only SEO-first CMS on the market
  • COMPANY POSITION: Joining a company that is poised to capitalize on the accelerating digital transformation
  • GROW: Great place to learn with phenomenal growth opportunity 
  • IMPACT: Create an impact through the thought leadership you bring to the team 
  • ETHICS: A principled and values-based culture
  • STIMULATION: Exciting and innovative work environment


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