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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer support operations, focusing on metrics such as First Response Time, Resolution Time, and customer satisfaction. Proven ability to lead teams, drive process improvements, and utilize AI tools to enhance support workflows.
Highest-signal resume keywords
Customer Support ManagementTeam Leadership in High-Volume EnvironmentsMetrics Ownership (FRT, TTR, cSAT, QA)Zendesk AdministrationAI Tools Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportPerformance Metrics AnalysisProcess ImprovementTroubleshooting API IssuesReporting Building
Soft Skills
Coaching and DevelopmentCustomer FocusEffective Communication
Tools & Technologies
ZendeskSalesforceOmniSnowflakeAI Tools
Industry Keywords
Enterprise Customer SupportEscalation ManagementHigh-Volume EnvironmentCustomer Experience
Tech Stack
Tools & technologiesGo
About the role
Key responsibilities & impact- Lead day-to-day support delivery for the region, including queue and coverage, triage and handoff, and escalation judgment
- Monitor and improve First Response Time, Resolution Time, QA, and cSAT by identifying root causes
- Set individual performance expectations and coach team members using QA results
- Own escalations end to end, from severity judgment and customer communication through resolution
- Create actionable bug reports for Engineering
- Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes
- Participate in the on-call rotation for customer-impacting incidents
- Coordinate incident response and customer communication strategy
- Drive adoption of AI tools and systems across triage, drafting, deflection, and QA
- Pressure-test CX Operations releases against real queue conditions
- Compare regional performance, share effective practices, and propose globally applicable processes
- Forecast coverage and staffing against volume and flag gaps
- Hire, onboard, and develop team members for future growth and evolving support needs
- Report to the Head of Customer Experience
Requirements
What you’ll need- 8+ years in customer support or customer experience
- 4+ years managing teams in a high-volume environment serving enterprise customers
- Comfortable operating at Harvey's pace
- Deep focus on the customer
- Genuine investment in developing a team while maintaining a high bar
- Hands-on management and familiarity with support tickets
- Experience making a support-team change that produced a step change
- Ownership of FRT, TTR, cSAT, QA, backlog, and deflection metrics
- Ability to build reporting
- Experience with Zendesk, Salesforce, Omni, and Snowflake
- Understanding of enterprise escalations, including severity judgment and customer communication
- Ability to reproduce issues, read error logs, and troubleshoot API, authentication, and AI output quality issues
- Ability to take process improvements from idea to shipment
- Day-to-day proficiency using AI tools in a production support workflow
- Admin-level fluency with Zendesk or an equivalent platform, including views, triggers, macros, and routing logic
- Must be authorized to work in India
- Visa sponsorship is not available
Benefits
Comp & perks- Hybrid in-office model with office attendance three days a week
- Focused collaboration and flexibility
- Opportunity for personal, professional, and financial growth
- Global peer collaboration across CX Managers