We're looking for a

Technical Support Lead to own and scale our customer support function as the business grows.

Key Responsibilities

- Lead end-to-end support operations (Email & Chat) for Tier 1 and strategic customers.

- Manage support quality, SLAs, CSAT, response and resolution times.

- Handle complex customer escalations and work closely with Product, Engineering, and Delivery teams.

- Analyze ticket trends, identify recurring issues, and drive product improvements.

- Lead AI automation and chatbot initiatives to improve self-service and reduce ticket volume.

- Build robust Support → Product feedback loops using customer insights.

- Mentor and manage the support team, improve processes, and support hiring and onboarding.

What We're Looking For

- 5+ years in Customer Support, Support Operations, or Product Operations.

- Experience in high-volume B2B SaaS or FinTech support environments.

- Strong leadership, stakeholder management, and analytical skills.

- Experience with support metrics (SLA, CSAT, FCR, ticket analysis).

- Exposure to AI automation, chatbots, or support workflow automation is a plus.

📌 Technical Support Lead (Chennai)
🏢 Soch Street
📍 Chennai