Team Leader – Customer Service Support

Department: Customer Service

Req ID: R30496

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Team Leader – Customer Service Support

  • Bangalore, Karnataka, India
  • Full_time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

This role is primarily responsible for driving development and implementation of Customer Support contact center processes and policies in a SaaS environment. Also responsible for post deployment monitoring and continual improvement of processes/ policies/ systems and reporting impacting Customer service performance and customer experience. Understanding of Digital and self-serve transformation is essential to reduce customer touchpoint. To effectively lead cross functional projects/programs that would deliver against an initiative on performance improvement, infrastructure, cost and strategy. Accomplish this through an Agile approach in a Project management environment.

Primary Duties / Responsibilities

  • Ability to work in a fast paced every changing SaaS business during American Hours
  • Plan & manage improvement/implementation program to achieve results within committed timeframes.
  • Responsible for master project plan including project schedule, communication plan, change control plan, risk management plan, responsibility matrix and cost control/tracking mechanism.
  • Eventual success as measured by scope fulfillment, schedule adherence and cost.
  • Ensures the project task, hours, resources into the project plan and ensuring that the project   planning is completed on each project.
  • Ensure a program management methodology is followed. 
  • Engage actively with stakeholders to identify their needs & Project opportunities
  • Formally kick-off project with a charter and ensure ongoing communication. Creates and maintains project issue log to track issues and ensure timely resolution
  • Responsible for project communication specific to steering committee, stakeholders, project team member, external resources and senior management.
  • Facilitate and moderate project meetings including but not limited to project kickoffs, team progress and issue resolution, leadership update, project close out and best practices.
  • Managing program transition through its entire life cycle along with deep understanding of customer life cycle in SaaS environment.
  • Participate in client meetings, steering committee meetings, presentations, workshops.
  • Develop / Adhere to Organization Transition Methodology.
  • Constantly identify, review and address risks & issues.
  • Actively review project progress adherence to schedule, resource utilization & progress against objective.
  • Astuteness in Impact and Risk assessment at the discovery stage to avoid any long-term impact to customers or business. Continue building process and business knowledge.

Competency/Behaviors

  • Core Citrix Competencies esp Accountable & Quality Results Oriented & Analytical & Data Driven                     
  • Learn & Innovate
  • Impact and Influence
  • Customer & Partner Focused

Requirements (Education, Certification, Training, and Experience)

  • Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred.
  • Minimum 8 years of prior proven experience and 3 years of people management, preferably.
  • High proficiency in MS Office and SQL.                                              
  • Mandatory expertise in CRM tools like Salesforce, Genesys/CMS, Chat, SAP.
  • Mandatory Certification in one or more; PMP, PRINCE2 Practitioner, CMMI Level 5.

Functional Area:

Customer Service


What you’re looking for:

Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits

We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

At this time, we are requiring personnel entering a Citrix office, traveling for business or attending a Citrix event to be fully vaccinated against COVID-19. If you choose to remain unvaccinated based on a specific medical need or a sincerely held religious belief and need to access our offices, Citrix will work with you to provide you with reasonable accommodation where possible. Learn more about our COVID-19 policies.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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