Manager - Customer Care

Join TRG Screen: Building World-Class Teams. One Expert at a Time.

Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation?

At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.

Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen, your talent and ambition will find a home, where opportunities for growth and advancement abound.

About TRG Screen

TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City, with offices in Europe and Asia, as well as a 24x7 client support center in Bangalore, India.

TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms.

Job Description: Manager - Customer Care

Job Summary: We are seeking a seasoned Customer Care Manager to lead and scale a high-performing global support team for our SAAS products. The ideal candidate will possess exceptional Customer relationship and team management skills, with a proven ability to build and nurture a world-class customer care function that delivers outstanding service to our customers globally.

Key Responsibilities

• Lead and manage the global customer care team, ensuring timely and effective support for all Customer inquiries and issues.
• Proven ability managing multi-time zone customer support service desks across 24x5 or 24x7 model including multi product support service teams.
• Experience line managing globally distributed team would be an added advantage.
• Demonstrable knowledge of industry best practices and use of best practice frameworks e.g. ITIL
• Develop and implement customer service strategies, KPIs, and processes aligned with business goals and Customer expectations.
• Foster a culture of excellence, accountability, and continuous improvement within the support team.
• Collaborate cross-functionally with Product, Engineering, and Sales teams to ensure seamless Customer experiences.
• Monitor customer satisfaction metrics and drive initiatives to improve retention and loyalty.
• Recruit, train, and mentor support staff to build a scalable and responsive team.

Qualifications

• 10+ years of experience in customer support or Customer services, preferably in a SAAS or tech environment.
• Strong leadership and people management skills with experience in building global teams.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Familiarity with support platforms, CRM tools, and cloud-based service environments.
• Ability to thrive in a fast-paced, Customer-centric organization.

Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit. At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change. We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit. At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change. We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.