- Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.

- Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.

- Monitor ticket queues, prioritize critical issues, and ensure efficient workload distribution across the team.

- Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.

- Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.

- Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.

- Analyze recurring issues and work with internal stakeholders to implement preventive measures and process improvements.

- Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.

- Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates.

- Drive continuous improvement initiatives to enhance support processes, operational efficiency,



and customer satisfaction.

- Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.

- Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Requirements

- 8–12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment.

- 3–5 years of experience managing customer support teams

- Strong experience handling customer escalations and managing enterprise customer relationships

- Experience handling global clients will be preferred

- Proven track record of driving SLA adherence and operational excellence.

- Excellent customer service, stakeholder management, negotiation, and conflict resolution skills

- Robust analytical and problem-solving abilities with a data-driven mindset

- Experience working with ticketing systems, CRM platforms, and support tools

- Good understanding of SDLC and application maintenance processes

- Ability to work effectively with cross-functional teams

- Excellent verbal and written communication skills

📌 Manager- Technical Support (Chennai)
🏢 Karomi
📍 Chennai