Support Manager

Role Overview

We are looking for an energetic, customer-focused and product-minded Support Manager to lead the support function for Tenneo, our enterprise Learning Management System (LMS). This role will manage a 1520 member support team serving 100+ enterprise customers.

The ideal candidate combines technical understanding, excellent client communication, strong people leadership and a product mindset. The person should be capable of managing complex customer situations, prioritizing issues by business impact, coordinating across functions, and ensuring timely, accurate and satisfactory resolution.

What Success Looks Like

• Customers receive clear ownership, timely communication and dependable resolution.
• The support team operates with accountability, technical depth and strong product understanding.
• Recurring support issues are converted into permanent product or process improvements.
• Engineering, Product, QA, DevOps, Implementation and Customer Success work as one team during escalations.
• Support data is used to improve customer satisfaction, platform stability and operational readiness.

Key Responsibilities

• Customer Support & Client Management
• Team Leadership & Management
• Incident & Escalation Management
• Product Mindset
• SLA & Support Operations
• Conflict Management

Profile We Are Looking For

We are looking for someone who does not consider support simply as a ticket-closing function.

Customer Issue Business Impact Root Cause Resolution Customer Communication Product Improvement Prevention

The successful candidate should bring a combination of engineering understanding, leadership maturity, customer empathy, operational discipline and product thinking. The Support Manager should create an environment where customers feel heard, issues are owned until closure, the support team continuously improves, and customer insights contribute directly to making Tenneo a stronger product.

Interested can connect on LinkedIn as well https://www.linkedin.com/in/amisha-chauhan-461a64186