Senior Technical Support Manager

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Available Location: Bangalore, India

About the department

The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a blogger using our free services or a global 2000, large enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, our Global Customer Support organization works directly with customers to ensure a world-class level of technical support for all our products and services. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What you'll do

As the leader of our Customer Support team in India, you will be responsible for ensuring the success of our customers by investing in the development of highly productive Technical Support Engineers, highly efficient processes, and world-class tools and services. In addition you are part of the Support organization’s leadership team building strategy to provide our customers an outstanding customer experience. You will bring strong relationship-building experience, deep technical and product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure all customers’ satisfaction with Cloudflare’s services. This is a new position and a new team, and you will be building our India presence from the ground up.

Your responsibilities will include:

• Site Leadership - Build and lead the support organization in India including our Technical Support Engineers, Technical Account Managers and more.
• Team Management - Supervising and managing a team of Support Engineers, including their performance, productivity, and adherence to business regulations and procedures.
• Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and resolution targets.
• Coaching and Training - Have a focus of continual coaching, mentoring and training to enhance the team’s skill set, product knowledge and customer service capabilities.
• Work Allocation - Assigning tasks, projects and client assignments based on each team member’s skill set and workload capabilities.
• Quality Assurance - Maintaining quality standards and conducting frequent quality audits to identify improvement areas and provide feedback to individuals.
• Stakeholder Engagement - Be the senior representative for Customer Support in India, both externally with customers and internally between various functions such as sales, solutions engineering, customer success, product and engineering.
• Escalation Management - Handle complex and high-impact escalations involving various internal and external stakeholders, and act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.
• Strategic Leadership - Develop and articulate a strategic vision for providing the world’s best customer support within the region and globe, taking into account geography, languages, and country-specific technical challenges.
• Cloudflare Culture Champion - Create a culture of inclusion, belonging and transparency withi