About EPS

At ePS, we are shaping the future of packaging through technology. As a global leader in industry-specific business and production software, we help packaging companies streamline operations, boost efficiency, and unlock growth.

With over 30 years of experience, a global footprint, and a deep understanding of the packaging industry, we believe one thing above all: our success grows when our customers thrive.

Job Purpose

The Customer Support Lead will provide technical and operational leadership to the Customer Support team at eProductivity Software, supporting customers using ePS Productivity Packaging Software globally. The role is responsible for ensuring timely and effective resolution of complex customer issues, maintaining high customer satisfaction, and supporting the team in delivering consistent, high-quality support.

The role will act as a key point of escalation for complex cases, provide guidance and mentoring to Customer Success Analysts, coordinate with global Support and R&D; teams, and help drive continuous improvements in support processes, tools,



and knowledge management.

Core Responsibilities

Lead and support the Customer Support team in managing customer cases and ensuring timely resolution in line with priority and SLA requirements.
Act as a senior escalation point for complex technical and customer issues, ensuring appropriate investigation and resolution.
Provide technical guidance, mentoring, and coaching to Customer Success Analysts and support team members.
Review and monitor support cases in Salesforce, ensuring accurate information, appropriate prioritization, ownership, routing, and timely closure.
Collaborate with global Customer Success, R&D;, Product, and other technical teams to resolve complex issues and customer-impacting problems.
Maintain ownership of escalated cases and ensure customers receive timely updates throughout the resolution process.
Support the recreation and investigation of product defects and coordina

📌 Customer Support Lead (Bengaluru)
🏢 ePS (eProductivity Software)
📍 Bengaluru