About Runo:
Runo is a rapid-growing early-stage startup based in Hyderabad, redefining how businesses
manage customer communication. Our call management app seamlessly integrates call
tracking with CRM capabilities at the SIM level, empowering sales and support teams to
work smarter and close deals faster.

Role overview:
We’re looking for a full-time Customer Support Manager to join our Product & Customer
Support team. This role is ideal for someone with a technical background who enjoys solving
customer problems, managing support operations, and working closely with Product and
Engineering teams to improve the overall customer experience.

Key Responsibilities:
● Manage customer queries and support tickets through Zoho Desk and Zoho SalesIQ.
● Ensure timely resolution of customer issues and adherence to defined SLAs.
● Handle customer escalations and coordinate with internal teams for effective
resolution.
● Analyze recurring customer and product issues and identify opportunities for
improvement.
● Understand customer pain points and translate them into actionable product




requirements.
● Work closely with Product, Engineering, and Customer Success teams to prioritize
feature requests, bugs, and customer issues.
● Assist with UAT and validation of new product releases.
● Prepare reports on ticket trends, customer feedback, and support performance.
● Maintain support documentation, SOPs, FAQs, and troubleshooting guides.

What We’re Looking For:
● Bachelor’s degree in Computer Science, IT, Engineering, or a related field
preferred.
● Minimum 2 years of experience in Technical Support, Product Support, Product
Analysis, Business Analysis, or a related role.
● Experience with ticketing and customer support platforms; Zoho Desk preferred.
● Experience with live chat platforms; Zoho SalesIQ is a plus.
● Strong analytical, troubleshooting, and problem-solving skills.
● Excellent verbal and written communication skills.
● Strong ownership mindset with the ability to work i

📌 Customer Support Manager (Hyderabad)
🏢 RUNO
📍 Hyderabad