Support Manager

Support ManagerCenorion · Dubai, DIFC · Early-stage, pre-launchA billion people are creditworthy and invisible to the system. We are building the infrastructure that sees them.Cenorion is an early-stage company building a device-financing and device-management platform for emerging markets. We are preparing for our first commercial launch, and this is the first appointment in that sequence.You will build and run the service function from nothing. Not a queue to maintain: the support model, the tooling, the policies and the runbooks, and the operational requirements that have to be built into the platform before we go live.What you will doOwn the support model end to end: severity levels, response targets, coverage and escalation from first line into second and third.Decide what the operation needs and get it built into the platform before launch, including the operating record that lets any event be reconstructed.Select, implement and configure our service desk platform, with Zendesk as the intended choice.Write the support policy, process and runbook set from nothing, and get people to follow it.Run second line yourself for the first deployment, then build and lead the team as volume grows.Own incident response and the reviews that make the platform stronger each time.What we are looking forAround seven years or more in technical support or service delivery for B2B software or platforms, with three or more leading second line or a service delivery function.You have implemented a service desk platform, not only worked inside one. Zendesk specifically is a strong advantage.You have written support policy and process from nothing, and managed people through it.Real incident management experience, where the answer you gave mattered.Bonus: fintech, payments or other regulated services; Android or mobile device management; ITIL or equivalent; partners across several countries.Building a service function from nothing and running real incidents are the hard gates. Everything else we flex on.Dubai-based, on-site, close to leadership and engineering. UAE-based candidates only for this round. If you want to build a service function rather than inherit one, let us talk.