Assistant Support Manager

Key Responsibilities

1. Support Operations & Case Oversight

• Oversee daily support operations including ticket assignment, prioritisation, and tracking.
• Monitor pending and high-impact cases to ensure timely resolution.
• Follow up with internal teams (L1–L3, QA, DevOps, Product) to drive accountability and closure.
• Ensure accurate and complete documentation of all support activities.

2. Client Communication & Relationship Handling

• Serve as a primary support liaison for enterprise clients on operational or incident matters.
• Provide status updates, incident summaries, and expected timelines professionally and accurately.
• Build trust through consistent follow-through and clear communication.
• Gather feedback and surface recurring issues for service improvement.

3. Escalation Management

• Identify aged, complex, or critical cases requiring escalation.
• Coordina...