• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.

• Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.

• Monitor ticket queues, prioritise critical issues, and ensure effective workload distribution across the team.

• Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.

• Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.

• Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.

• Analyse recurring issues and work with internal stakeholders to implement preventive measures and process improvements.

• Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.

• Support product releases by validating fixes,



coordinating customer communication, and ensuring smooth rollout of updates.

• Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.

• Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.

• Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Requirements
• 8–12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment.

• 3–5 years of experience managing customer support teams

• Strong experience handling customer escalations and managing enterprise customer relationships

• Experience handling global clients will be preferred

• Proven track record of driving SLA adherence and operational excellence.

• Excellent customer service, stak

📌 Manager- Technical Support (Chennai)
🏢 Karomi
📍 Chennai