Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

Seeking a dynamic and experienced Software Support Manager to lead a global support team serving our subscription management, user management, product management, SaaS billing, AI, and telecommunications platforms. Operating across multiple countries and time zones, this role involves managing a diverse, high-performing team, optimizing support processes, and ensuring customer satisfaction in a fast-paced and innovative environment.

What will your job look like?

Leadership and Team Management:

•    Lead, mentor, and develop a team of software support specialists.
•    Foster a culture of collaboration, accountability, and continuous improvement.
•    Structures the team’s work in a way that is best-suited to the product/service development and maximize efficiency
•    Coaches and empowers the team. Fosters an environment that encourages team work based on motivation and inspiration.
•    Responsible for HR processes such as recruitment, onboarding, setting clear goals and objectives, ongoing performance management and feedback, development, and growth of team and team members.
•    Manages day to day employee relations.

Customer Support Strategy:

•    Augment and implement changes to the global software support strategies aligned with business needs.
•    Oversee the creation and execution of workflows, KPIs, and SLAs to ensure exceptional customer experiences.
•    Monitor and report on team performance, identifying areas for improvement and innovation.
Operational Excellence:

•    Manage support operations across multiple countries and time zones, ensuring 24/7 coverage.
•    Streamline processes, tools, and systems to enhance productivity and efficiency.
•    Collaborate with cross-functional teams (e.g., Product, Engineering, Sales, Delivery, and Professional Services) to resolve customer issues and improve product functionality.

Merchant Advocacy:

•    Act as the voice of the customer, gathering insights to inform product development and business strategies.
•    Address escalations with a focus on timely resolution and customer satisfaction.
•    Build and maintain relationships with key customers and stakeholders.

Technology and Tools:

•    Leverage AI, automation, Cloud, and  log aggregation tools to enhance customer support capabilities.
•    Evaluate and implement new technologies to improve scalability and service quality.
 

All you need is…

•    8+ years in customer support, with at least 5 years in a leadership role managing teams across multiple time zones.
•    Proven experience in SaaS, AI, and/or telecommunications industries.
•    Strong leadership and team development capabilities, including managing Team Leads.
•    Excellent communication and interpersonal skills.
•    Analytical mindset with a focus on data-driven decision-making.
•    Ability to work flexible hours to accommodate global team schedules.
•    Strong problem-solving and conflict-resolution skills.
•    Proficiency in Cloud Technologies (AWS, Azure), Jira, Zendesk, Log Aggregation (Kibana, Superset).
•    Bachelor’s degree in CS, Business, Information Technology or a related field (or equivalent experience).
 

Why you will love this job:

• You will be challenged with leading and mentoring a few development teams & projects
• You will join a strong team with lots of activities, technologies, business challenges and a progression path
• You will have the opportunity to work with the industry most advanced technologies