Manager - Customer Support (NA Shift)

About Kinaxis

Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!

In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.

Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers.

Location

Chennai

About the team

The Customer Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success. 

The Manager, Customer Support – Night Shift is a high-visibility leadership role based out of our Chennai GCC, supporting North American customers on a night shift schedule (8:00 AM – 5:00 PM Eastern Standard Time). This is a hybrid, office-based role and represents a critical pillar of Kinaxis’ strategy to extend 24x7 global support coverage across NAM and EMEA time zones from India. The Manager will be responsible for building and growing a dedicated NAM-aligned support team, ensuring the right processes, tools, and talent are in place to deliver the highest level of support to our Kinaxis Maestro (RapidResponse) customers.

What you will do

• Build, lead, and grow a dedicated NAM-shift Customer Support team, including hiring, onboarding, performance reviews, engagement, and ongoing guidance to team members
• Review overall team caseloads and recommendations from Team Lead to ensure appropriate workloads throughout team, mitigating risk for load burn and capacity management
• Customer facing, point of contact, for critical escalations and crisis management, facilitate and lead customer facing calls driving towards resolution
• Facilitate and participate in cross functional team collaborations (R&D, L3, PS, PM, Support) to deep dive and plan resolution activities
• Work with customers directly, providing updates and general communication on solutions and updates to current cases
• Prepare and lead regular and recurring customer health calls to gather insight on customer satisfaction, support feedback, satisfaction with solutions etc.
• Ensure appropriate processes and tools are in place to enable the Customer Support team to provide the optimal level of support to customers
• Stay abreast of customer concerns and requests to gain an understanding of potential escalations, identify recurring issues or proactively address challenges
• Regularly communicate potential impacts / escalations / enhancements to the Support team to ensure appropriate communication to customers and support on key issues
• Advocate for customer needs and ensure their requirements are heard and prioritized within Kinaxis for appropriate resolution, coordinating with other departments as required
• Monitor adherence and provide guidance / training to the support team on the security policies required for protection of corporate assets and customer data. 
• Participate in weekend Disaster Recovery (DR) exercises in compliance with Kinaxis’ audit requirements or a declared DR event. 

Qualification

• Post-secondary degree or diploma in a related field 

What we are looking for

• 7-10 years experience in a customer / product support environment
• 2 years of experience in a people management role
• Experience working with or leading remote teams
• Background in Supply Chain planning or operations; prior experience in a supply chain software environment strongly preferred
• Hands-on experience supporting Kinaxis Maestro (RapidResponse) is required; familiarity with its configuration, data model, and common support scenarios is a strong advantage
• Excellent verbal and written communication skills; able to engage confidently with global stakeholders, senior customers, and cross-functional teams
• Flexible, adaptable, and self-driven; comfortable working independently in a night shift environment and able to make sound decisions without constant supervision
• Willingness to work fixed night shift hours aligned to NAM time zones (8:00 AM – 5:00 PM EST); this is a hybrid role requiring regular in-office presence at our Chennai Global Customer Care.
• Eagerness to learn and grow within a high-visibility, expanding GCC function; enthusiasm for building something new and making a lasting operational impact
• Knowledge of IT infrastructure concepts (web-based applications, database fundamentals, VPN, OS administration) is an asset; proficiency in MS Office and collaboration tools (Teams, Jira, etc.) expected

#Senior #LI-GP1

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more.

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:

• Flexible vacation and Kinaxis Days (company-wide days off)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.