Kovai co is a catalyst sparking a revolution in the world of enterprise software and B2B SaaS we are a technology powerhouse delivering best-in-class enterprise software and game-changing SaaS solutions across industries At Kovai co we re rewriting the B2B landscape by empowering over 2 500 businesses worldwide with our award-winning SaaS solutions Our Products Biztalk360 Turbo360 Document360 UK headquarters Indian innovation Global impact Our journey has been nothing short of remarkable having witnessed exponential growth and profitability right from our inception We are on track towards 30 million in annual revenue - and we re just getting started Kovai co is fueled by a tribe of thoughtful helpers obsessed with empowering customers uplifting colleagues and igniting our own journeys Redefining tech is our game Are you in Join Kovai co - where passion meets purpose At Document360 our flagship Knowledge Base platform we re on a mission to redefine how businesses capture share and scale product knowledge As we scale we re looking for a proven Head of Customer Supportwho can build a best-in-class support function that ensures delightful scalable and proactive experiences for our customers Why this role matters Customer support is the frontline of customer experience and a critical growth level for Document360 We re looking for a leader who can scale global support operations elevate customer experience and build a high-performing support culture all while aligning closely with product sales and success teams Key Responsibilities Strategic Leadership Define and execute the global customer support strategy for Document360 in line with company growth goals Set long-term vision build scalable processes and align support KPIs with business outcomes Define and execute a ticket deflection strategy using AI automation and self-service experiences Champion AI-driven customer experiences AI agents auto-suggested answers intent recognition AI search Increase self-service adoption by building frictionless knowledge base journeys Team Building Leadership Build lead and mentor a world-class support organization Tier 1-Tier 3 escalation teams Drive a culture of accountability empathy and continuous improvement Scale hiring training and career development for support managers and specialists Operational Excellence Establish and continuously refine support processes SLAs and escalation protocols Monitor KPIs including CSAT NPS FRT ART and resolution rates using data to optimize performance Leverage automation self-service and AI-driven tools to reduce ticket volumes and improve efficiency Customer Advocacy Act as the voice of the customer internally ensuring customer pain points feed into product roadmaps Build strong relationships with enterprise customers especially during escalations and renewals Technology System Own the support tech stack CRM helpdesk live chat analytics and knowledge management tools Champion Document360 internally by embedding it into the support workflow Cross-functional collaboration Partner with Product Success and Sales to ensure a seamless end-to-end customer journey Provide insights to GTM teams on customer sentiment support trends and feature adoption Financial Resource Management Own departmental budget balancing cost efficiency with high-quality support Justify investments in tools automation and training with measurable ROI What we re looking for Must-have experience 10-15 years in customer support experience leadership in SaaS at least 5 years in a senior leadership role Proven track record of scaling global support teams in a high-growth B2B SaaS environment Strong operational expertise in support metrics escalation management and process design Demonstrated experience in enterprise-level support Fortune 1000 large-scale B2B accounts Deep familiarity with support tools such as Zendesk Freshdesk Salesforce Service Cloud or equivalent Skills Trait Strategic thinker with solid execution capability Exceptional communicator and relationship builder internal external Data-driven decision-maker with analytical rigor Empathetic leaders who inspire trust and drives accountability Passion for customer experience and building scalable customer-first operations Equal Opportunities Kovai cois committed to building a workforce that reflects the richness of our society We believe in fostering a culture of belonging and respect for all Kovai costands firmly against discrimination ensuring equal opportunity for everyone to build a successful career

📌 Head Of Customer Support (Tamil Nadu)
🏢 Kovai.co
📍 Tamil Nadu