About Emitrr

Emitrr is a fast-growing B2B SaaS platform that helps businesses automate customer communication, reputation management, and Al-driven workflows. We work with thousands of healthcare and local service businesses across North America, enabling them to streamline critical customer interactions such as appointment booking, scheduling, reminders, follow-ups, and reviews-without adding operational overhead.

About the Role :

You'll be responsible for driving a smooth and effective customer experience post-sales, ensuring that we are closing the loop between customers, support, and product.

Key Responsibilities:

Customer Feedback Management

- Collect, track, and organize all customer feedback
- Work closely with the product team to prioritize features and fixes based on customer impact
- Act as the bridge between customers and product to ensure the right priorities are addressed

Process Building & Support Ownership

- Build a scalable support process to ensure no ticket or query goes unanswered
- Introduce SLAs, escalation frameworks, and quality checks for responses
- Identify recurring customer pain points and proactively solve them

Customer Communication & Experience

- Proactively identify customers at risk of churn by monitoring sentiment and usage
- Ensure onboarding and implementation are personalized based on customer goals, not a one-size-fits-all approach
- Work with customers to ensure smooth adoption of the product

Team Leadership & Scaling

- Hire, train, and manage a support team if required
- Build playbooks and knowledge bases for faster resolutions
- Collaborate cross-functionally with product, engineering, and success teams

Who We're Looking For?

Experience:

- 5-10 years of experience in Customer Support, Product Support, Customer Success or




- Implementation within a B2B SaaS company
- At least 1-2 years in a leadership or ownership role
- Experience managing customer onboarding, support operations, and escalations

Preferred Industry Background:

- B2B SaaS (strong preference)
- Healthcare SaaS (good to have)
- CRM, Communication, HRTech, Workflow Automation, or Customer Engagement platforms

Must-Have Skills:

- Support process design and optimization
- Customer onboarding and implementation
- Escalation management
- Product feedback collection and prioritization
- Cross-functional collaboration with Product and Engineering teams
- Robust stakeholder and customer communication skills

Ideal Candidate:

- Has built scalable support processes in a fast-growing startup environment
- Takes complete ownership and works independently
- Comfortable bringing structure to ambiguous and fast-changing situations
- Passionate about improving customer experience and driving product adoption

We're not looking for someone who only executes tickets. We need someone who:

- Has super-high ownership and thrives in chaotic, fast-growth environments
- Can work independently with minimal supervision
- Has strong communication skills to influence internal stakeholders and manage customers
- Is comfortable putting in long hours in the first few quarters to fix problems, not just manage them Has prior experience in SaaS product support, customer success, or operations

Why Join Us

- Be part of a hyper-growth SaaS company in the healthcare tech space
- Take complete ownership of a critical function and shape how support and product feedback scale
- Work directly with leadership and product teams to influence what gets built
- A chance to bring calm to chaos while solving real, high-impact customer problems

📌 Product Support Lead (India)
🏢 Emitrr
📍 India