Manager, After Sales Support

About the role

Responsible for managing the overall After Sales Support function by driving customer success, managing client relationships, ensuring support tickets are resolved within agreed client SLAs, maintaining service quality, and managing resources and business performance. The Manager works closely with the Lead After Sales Support to ensure effective customer support, service delivery and resolution of complex issues, with the Lead providing technical expertise on product functionality, customer technical advisory and technical service delivery.

Key responsibilities

• Establish departmental KPIs and monitor overall performance to ensure operational excellence.
• Work closely with the Lead After Sales Support to coordinate customer support, service delivery and technical support activities.
• Oversee manpower planning and resource allocation to support business growth.
• Foster a culture of accountability, collaboration, continuous improvement and customer-centric service.
• Build and maintain strong relationships with key customers to ensure long-term customer satisfaction and retention.
• Manage customer escalations relating to service delivery, commercial matters and contractual commitments.
• Conduct monthly customer service review meetings to review SLA performance, outstanding tickets, escalations, customer feedback and service improvement actions.
• Oversee the overall performance of the After Sales Support function to ensure service standards and SLA commitments are consistently achieved.
• Ensure Freshdesk is effectively used for ticket logging, assignment, SLA monitoring, escalation, tracking and reporting.
• Monitor SLA performance, including response and resolution times, backlog and ageing tickets, and take timely action on cases at risk of breaching SLA.

About you

• Bachelor's Degree in Information Technology, Computer Science, Information Systems or equivalent.
• Minimum 8–10 years' relevant experience in After Sales Support, Customer Support, Customer Success or Service Delivery, preferably within the HRMS, Payroll or Enterprise Software industry.
• Minimum 3–5 years' experience in a managerial or leadership role leading After Sales Support or Customer Success teams.
• Proven experience managing customer relationships, service delivery, customer escalations and SLA-driven support operations.
• Demonstrated experience in developing after-sales support strategies, operational governance, customer retention initiatives and continuous service improvement.
• Experience managing SLA-driven After Sales Support operations using Freshdesk or equivalent customer support ticketing systems.
• Proven experience overseeing ticket lifecycle management, backlog, escalation handling and service performance through a customer support platform.
• Experience analysing ticket trends, customer feedback and service metrics to drive operational improvements and customer satisfaction.
• Strong understanding of Freshdesk or equivalent customer support ticketing systems, including ticket workflow, SLA management, escalation processes and reporting.
• Ability to analyse ticket dashboards, backlog, SLA compliance, first response time, resolution time and customer satisfaction (CSAT) metrics to support operational and strategic decision-making.