Key Responsibilities:

1. Team Leadership:
Lead and mentor a team of EDI/B2B support specialists, providing guidance, coaching, and performance feedback to ensure team effectiveness and individual growth.
2. Customer Support Management:
Oversee the day-to-day operations of the support team, including ticket management, escalation handling, and resolution tracking, to meet service level agreements (SLAs) and customer expectations.
3. Customer Relationship Management:
Build strong relationships with key customers, understanding their business needs, challenges, and objectives to deliver personalized support and drive customer success.
4. Technical Expertise:
Maintain a deep understanding of our cloud platform and its functionality, serving as a subject matter expert to assist with complex technical issues and troubleshooting.
5. Issue Resolution:
Collaborate with cross-functional teams to identify and resolve customer issues promptly, ensuring minimal disruption to business operations.
6. Process Improvement:
Continuously assess and optimize support processes, tools,



and workflows to enhance efficiency, scalability, and customer satisfaction. Implement best practices and standards for support operations.
7. Performance Monitoring and Reporting:
Track and analyze support metrics and KPIs, such as response times, resolution rates, and customer feedback, to measure performance, identify trends, and drive improvements.
8. Training and Development:
Develop and deliver training programs for support team members to enhance their technical skills, product knowledge, and customer service capabilities. Foster a culture of continuous learning and career development.

Qualifications:
- Bachelor's degree in computer science, information technology, business administration, or a related field.
- Proven experience in a leadership role within a EDI/B2B SaaS cloud support environment.
- Strong technical background with expertise in EDI mapping and business process orchestration,

📌 Manager – Transaction Management and Monitoring (Bengaluru)
🏢 Angel and Genie
📍 Bengaluru