Senior Manager, Global Technical Customer Support Senior Manager, Global Technical Customer Support Get AI-powered advice on this job and more exclusive features. ISI Markets is seeking a strategic and experienced Senior Manager, Global Technical Customer Support to lead our support functions across EMEA, APAC, and the Americas. This role is ideal for a dynamic leader who thrives on building scalable global processes, managing cross-regional teams, and driving customer satisfaction through consistent, high-quality support delivery. You will be responsible for defining and implementing global support structures, managing SLAs, improving reporting and knowledge management, and collaborating closely with Product, Sales, and Customer Success teams across the organization. This is a pivotal role in shaping the customer experience strategy and scaling our support function as the company continues its global growth. Key Responsibilities Global Team Leadership & Strategy - Lead, mentor, and grow a high-performing, geographically distributed support team. - Develop and implement a global customer support strategy aligned with ISI Markets' customer success and product goals. - Define and enforce global SLAs, KPIs, and quality standards; provide regular reporting to senior leadership. - Create a unified support structure that ensures regional consistency while allowing for localized flexibility. Process Ownership & Operational Excellence - Design and continuously improve global support workflows, escalation procedures, and handover mechanisms between time zones. - Ensure comprehensive issue resolution from intake to close, maintaining rigorous adherence to SLAs across all geographies. - Optimize the use of support tools (e.g., Salesforce, Jira), automate repetitive tasks, and implement best practices globally. - Develop global onboarding and training processes to ensure support team members are equipped to deliver world-class service. Cross-Functional Collaboration & Client Partnership - Act as a global liaison between support, product, engineering, account management, and customer success teams. - Analyze and surface global support trends, championing customer feedback to drive continuous product improvement. - Lead major incident response efforts globally, ensuring clear internal coordination and external communication. - Work closely with regional account managers and client services teams to tailor support experiences by market. Knowledge & Reporting Infrastructure - Own the development and maintenance of a global support knowledge base, including client-facing documentation and internal playbooks. - Build out real-time dashboards and recurring reports to monitor team performance, case volume, satisfaction scores, and resolution times. - Champion a data-driven culture within support, using analytics to make informed decisions and advocate for change. Requirements - 3–5 years of experience in technical or customer support roles, with at least 1 years in a global leadership position. - Proven track record building and scaling international support operations, teams, and infrastructure. - Deep experience managing SLA performance, case triage, escalations, and quality assurance across time zones. - Excellent communication skills in English (other languages are a plus). - Hands-on experience with enterprise support platforms such as Salesforce Service Cloud, Jira, or similar. - Ability to influence senior stakeholders and collaborate across product, sales, and technology teams. - Strong organizational, project management, and analytical skills, with an eye for detail and process optimization. - Comfortable working in a fast-paced, high-growth, international environment. - Growth mindset and continuous improvement orientation; passionate about customer experience. What We Offer - A leadership opportunity with global reach and impact. - A hybrid working model with flexibility, including 4 weeks annually to work remotely from anywhere. - Collaborative international team culture with career development opportunities. - Access to an innovative and fast-growing company working at the forefront of global markets data. About ISI Markets ISI Markets is a global leader in research, data, and analysis on the world's fastest growing and most dynamic markets. With over 700 employees across 20+ countries, our mission is to provide clients with the tools and insights they need to thrive in emerging and frontier economies. We are proud of our 30-year history, our diverse team, and our commitment to excellence in everything we do. Learn more at www.isimarkets.com. Seniority level - Seniority level Mid-Senior level Employment type - Employment type Full-time Job function - Job function Customer Service, Information Technology, and General Business - Industries Information Services Referrals increase your chances of interviewing at ISI Markets by 2x Get notified about new Technical Support Manager jobs in Bogota, D.C., Capital District, Colombia. 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