We are looking for a Manager - Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities.

You will work closely with the Head - Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build robust alignment with the leadership layer to ensure delivery standards are consistently met.

Key Responsibilities:
- Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores.
- Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers.
- Drive upgrades, add-on adoption, and revenue opportunities




- Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership.
- Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes.
- Track team performance using support, sales, revenue, and customer experience metrics.
- Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations.
- Work closely with Product and Marketing teams to improve the customer journey.
- Train, mentor, and performance-manage team members.
- Must Have
- 5+ years of experience in SaaS customer support, sales, customer success, or customer operations.
- 3+ years of experience managing contact centre or support operations at a managerial level (not at Lead/Team Lead level).
- Experience managing support performance and sales/revenue outcomes.
- Demonstrated ability to man

📌 Manager - Customer Support & Sales Operations (Chennai)
🏢 FULL Creative
📍 Chennai