Job Description - Support Manager
About Rightsline:
At Rightsline, we are redefining how the global media and entertainment industry manages and monetizes intellectual property. Since 2012, Rightsline has been trusted by some of the world’s most influential studios, broadcasters, and content owners to simplify the complex world of rights and royalties through powerful, intelligent technology.
Our cloud-based, fully integrated platform provides a single source of truth for managing rights, royalties, contracts, and financial workflows across markets, territories, and distribution channels. By bringing together data, automation, and collaboration in one configurable ecosystem, we enable organizations to unlock the full value of their content portfolios while operating with greater transparency, efficiency, and control.
At Rightsline, we combine deep industry expertise with cutting-edge technology to solve complex challenges at scale. Our teams work at the intersection of technology, media, and innovation—building solutions that power the business of content worldwide.
Joining Rightsline means becoming part of a collaborative, forward-thinking environment where your ideas, expertise, and contributions directly shape the future of rights and royalties management. If you are passionate about building impactful technology and working alongside talented global teams, Rightsline offers the platform to grow, innovate, and make a meaningful difference.
What You Will Own:
-
This role provides direct leadership and operational oversight of the Premium and Dedicated Support functions. The primary objective is to drive exceptional customer satisfaction through structured service governance, SLA adherence, and continuous process improvement. The incumbent will own the preparation and presentation of Quarterly Support Metrics to customer executive stakeholders, ensuring transparency on performance, trends, and service alignment.
-
The Manager will participate in major incident on-call coverage, ensuring timely resolution of high-severity issues in accordance with ITIL principles. A consistent in-office presence is expected to enable hands-on team supervision, performance coaching, and operational alignment.
-
This position requires close collaboration with other Support Leaders to drive unified performance targets, service standards, and cross-functional coordination. The role also includes ownership of executive reporting, KPI tracking (SLA compliance, backlog aging, MTTR, CSAT), and proactive identification of service risks.
-
The incumbent will be accountable for achieving defined operational goals, managing high-severity/VIP escalations, and implementing corrective action plans where KPI trends decline. Strong leadership, data-driven decision-making, and structured communication are essential to sustaining a high-performing support organization.
-
Lead enterprise SaaS support teams aligned to UK/US shifts.
-
Own SLA adherence, backlog management, and service governance.
-
Manage P1/P2 incidents as per ITIL framework.
-
Present Quarterly Business Support Metrics to customer leadership.
-
Drive RCA documentation and service improvement initiatives.
-
Coach and develop team members; manage performance reviews.
-
Collaborate with Product, Engineering, and Customer Success teams.
-
Own weekly and monthly KPI dashboards.
- Collaborate with cross-functional teams
- Ensure compliance with ISO 27001, SOC 1, SOC 2 frameworks
What You Bring:
-
5–8 years total experience with minimum 3 years in B2B SaaS support management.
-
Experience managing global enterprise clients.
-
Strong understanding of ITIL Major Incident Management.
-
Hands-on experience with JIRA Service Desk / Zendesk.
-
Strong analytical and reporting skills (Excel proficiency required).
-
Excellent written and verbal communication skills.
-
Ability to troubleshoot and resolve technical issues
-
Strong problem-solving and analytical skills
-
Ability to work collaboratively with internal teams and build sustainable customer relationships
Work Environment & Expectations:
-
Noida/NCR based
-
Demonstrates flexibility to work in required shifts.
-
Compliance with security and remote working policies
Compensation & Growth:
Competitive compensation aligned to market standards with strong career growth opportunities.
Life at Rightsline India:
At our India operations, we foster a culture of inclusiveness, accountability, and innovation. We believe in empowering our teams to take ownership, drive impact, and contribute meaningfully to global success.
We offer a structured yet flexible work environment that balances performance with employee well-being. Our benefits framework for India includes:
-
Provident Fund, Gratuity, and all statutory benefits in compliance with applicable Indian labour laws
-
Comprehensive Group Medical Insurance covering employees and their eligible dependents
-
Group Personal Accident Insurance for enhanced financial security
-
In-office meal benefits, including sponsored breakfast, lunch, and evening snacks
-
Hybrid work model with clearly defined collaboration days
-
Flexible working hours, role-dependent
-
Structured and transparent leave policy
-
Career growth and advancement opportunities within a rapidly scaling global SaaS organization
-
Continuous learning, upskilling, and leadership development support
-
Quarterly employee engagement initiatives, along with celebrations and recognition programs
You will work alongside a globally connected team with strong leadership support and collaborative cross-functional exposure. We encourage proactive thinking, ownership, and initiative—ideas are welcomed, and execution is supported. As a people-first organization, we are committed to building a high-performance culture where growth, accountability, and innovation go hand in hand.
Hiring Process:
-
HR Screening
-
Technical / Functional Interview
-
Assessment (As applicable)
-
Leadership Round
-
Offer Rollout
Information Security & Compliance Responsibilities:
-
Adhere to ISMS policies and procedures
-
Protect confidential and customer data
-
Report security incidents
-
Participate in compliance trainings and audits
Data Privacy & Confidentiality:
Employees must ensure proper handling of sensitive data in line with company policies and applicable laws.
Access & Control Responsibilities:
-
Follow role-based access control principles
-
Safeguard credentials
-
Ensure authorized system usage
Equal Opportunity Statement:
Rightsline is an equal opportunity employer committed to diversity and inclusion.
Disclaimer:
This JD outlines responsibilities including compliance with company policies and may evolve based on business needs.
