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 prospects.
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
Robust 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
🏢 Important Group
📍 Chennai