Manager, Customer Support (igt1: Kyriba)

Manager, Customer Support (IGT1: Kyriba)

Full-time

Job Location: Hybrid

About IGT1 Lanka

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates. We're also proud to be a sister company of IFS, Sri Lanka's largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

About the Client: Kyriba

Kyriba is the global leader in cloud-based finance solutions, empowering CFOs and their teams to transform how they activate liquidity as a dynamic, real-time vehicle for growth and value creation. Our award-winning SaaS platform delivers comprehensive treasury, risk management, payments, and supply chain finance capabilities that enable companies to optimize their working capital and enhance financial performance.

Job Description

We are delighted to be seeking a Customer Support Manager reporting to the regional director. In this role, you will be the conductor of our Customer experience, orchestrating people, process and prioritization so our customers receive swift, empathetic and high quality resolutions. You'll coach the team, set clear operating rhythms, and bring the right experts in at the right time—turning reactive support into proactive value. You own outcomes (SLA, CSAT, quality), while driving continuous improvement from root‑cause analyses, and partnering cross‑functionally with Product, Engineering, and Customer Success. Your work safeguards critical business processes and strengthens customer loyalty and success.

Key Responsibilities

• Manage and guide the team of client support consultants, including workload management, regular queue reviews, coaching, and ensuring best practices in support service delivery
• Oversee incoming support tickets, enforce timely responses within SLAs, monitor phone coverage, manage escalations, and drive incident management with internal Incident Crisis team and ensuring proper ticker closure
• Serve as the primary escalation point, collaborate with technology, product and engineering teams to resolve complex issues and communicate effectively with clients during escalations.
• Lead regular client meetings, deliver KPI reports, maintain a focus on client satisfaction by providing quality answers, understanding client impact, and proactively managing potential escalations.
• Onboard and coach new members, provide ongoing product and industry training, create development plans, and evaluate team performance on a regular basis.

Qualifications

• Proven leadership in support roles, experience managing high-volume support operations, cross-functional collaboration, client relationship management and analytical and troubleshooting skills.
• Bachelor's or Graduate degree in Business, Finance, Account, Computer Science, or equivalent experience.
• Customer-centric, quality-driven, resilient under pressure, and focused on continuous improvement and team development.
• Empathy & client focus, ownership and accountability.
• Collaboration and teamwork, continuous improvement and remaining calm under pressure.