Senior Manager, Customer Support and Advocacy

About Nexus

At Nexus, we help organizations turn complex data into clear, actionable insight — so the hard work behind artificial intelligence, analytics, and cloud infrastructure doesn’t slow innovation down… it accelerates it.

We’re a team of builders, problem-solvers, and collaborators who believe in moving fast, learning continuously, and doing great work together. Our role is to handle the heavy lifting of modern data platforms, governance, and cloud transformation so our clients can focus on making confident, strategic decisions that move their businesses forward.

We’re proud of the culture we’re building across the U.S. and India — one rooted in curiosity, ownership, collaboration, and care — and we’re excited to keep growing with people who want to do meaningful work alongside genuinely great teammates.

Nexus Cognitive is seeking a highly experienced and motivated Sr. Manager of Customer Support & Operations to lead our newly established Customer Excellence Center in India (Pillar I). This critical role is responsible for transitioning our support organization from a reactive model to a proactive, high-resolution technical engine. The Sr. Manager will drive a cultural shift toward high-ownership and automation-first processes, ensuring scalable growth and significant improvement in customer experience.

Key Responsibilities

• Lead the Technical Engine: Formalize and lead the India-based Tier 1–3 support and operations teams as the company's primary technical execution hub.

• Drive Support Excellence: Cultivate a team culture focused on empathy, rapid resolution, and reducing customer effort.

• Voice of the Customer (VoC): Act as the primary advocate for customer pain points, ensuring support trends directly influence the product roadmap.

• Knowledge Management: Lead the creation of a robust customer-facing knowledge base to empower self-service.

• Automation and AIOps: Implement and champion an automation-led monitoring and incident response model to manage technical issues by exception, significantly reducing manual intervention.

• Reduce Engineering Dependency: Drastically reduce the Engineering Escalation Rate, with a target of keeping core Engineering's capacity on firefighting to less than 15%.

• Ensure Incident Ownership: Establish clear accountability and measure performance based on Incident Ownership—the percentage of issues fully managed and resolved by the India hub without U.S. intervention.

• Strategic Alignment: Work closely with the Senior L3 Support Engineer (who is embedded in the CRE team) to ensure a tight feedback loop, informing systemic stability fixes and code-based remediation.

• Staffing & Transition: Oversee the urgent recruitment and integration of new India-based Customer Support Engineers (3–5) to prepare for the WF transition and account for team maturation.

Qualifications

• Experience with CRM/Helpdesk software (e.g., Zendesk, Salesforce Service Cloud) and building community forums.

• Proven ability to coach staff on "Soft Skills" and "Technical Communication" rather than just "AIOps and Automation."

• Proven experience in leading, multi-tiered (Tier 1–3) technical support and operations teams, preferably in a fast-paced SaaS or platform environment.

• Demonstrated success in driving cultural and operational transformations, particularly in shifting teams to a high-ownership, automation-first mindset.

• Expertise in using automation to improve the customer experience.

• Exceptional leadership skills with the ability to manage and mentor technical teams in a global setting, particularly in establishing operational excellence in an India-based center.

• Strong technical background to guide teams in achieving high-resolution technical engine status and contributing to systemic stability efforts.

• Familiarity with foundational big data and container orchestration technologies (e.g., Kubernetes, Spark, Hadoop, etc.) is highly desirable.

Success Criteria

• Customer Satisfaction (CSAT) & Advocacy: Achieve and maintain a CSAT score according to established company goals or higher, ensuring the India-based team is recognized by clients for empathy, clarity, and technical expertise.

• Resolution Efficiency: Improve Time to Resolution (TTR) and First Contact Resolution (FCR) rates through streamlined workflows and enhanced team training.

• Knowledge-Centered Support: Successfully launch and maintain a customer-facing knowledge base, achieving a reduction in repeat inquiries through effective self-service content.

• Engineering Escalation Rate: Maintain an escalation rate to core engineering of less than 15% capacity, ensuring the support team functions as a high-resolution customer excellence engine.

• Strategic Feedback Loop: Establish a formal process with the Customer Reliability Engineering (CRE) team to ensure support trends and "Voice of the Customer" insights directly inform the product roadmap and systemic stability fixes.

• Team Maturation & Experience: Successfully recruit, mentor, and ramp 3–5 new India-based Customer Support Engineers within the first 60 days, focusing on a culture of customer advocacy and high-ownership.

• Operational Independence: Establish a self-sufficient support environment in the India hub that provides seamless global coverage and reduces the day-to-day management burden on U.S. leadership.

Travel: Expected to visit the team in Pune, India, approximately once per quarter initially, with frequency decreasing over time.

Why You’ll Love Working at Nexus

At Nexus, we value people who want to grow — and support each other while doing so.

You can expect:

• A collaborative team culture built on curiosity and respect

• Challenging work where your contributions clearly matter

• A leadership team that invests in learning and development

• The opportunity to work at the intersection of cloud, data, and AI innovation

Ready to Apply?

If this role sounds like a great fit — or even close to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.