Job Description

Job Summary
We are seeking an experienced Technical Support Manager to lead, mentor, and scale B2B SaaS support operations. This role is accountable for delivering exceptional customer experiences, building a high-performing technical support team, and driving cross-functional collaboration to resolve complex customer issues. The ideal candidate has a proven background in B2B SaaS, preferably within hospitality technology, strong people leadership skills, and a practical understanding of how modern AI tools can improve support quality, efficiency, and scalability.

Job Responsibilities
People Leadership & Support Operations
- Lead, coach, and scale a team of Technical Support Engineers delivering support across global communication channels, including chat, email, and phone.
- Establish, monitor, and improve key support metrics, including CSAT, Time to First Response, Mean Time to Resolution, and SLA compliance.
- Drive individual and team performance through regular one-on-ones, skill assessments, performance reviews, and career development planning.




- Promote explicit ownership, accountability, urgency, and consistency in customer-facing support execution.

Cross-Departmental Collaboration
- Serve as the primary operational liaison between Technical Support, Engineering, Product Management, and Customer Success.
- Establish feedback loops that convert support ticket trends, recurring defects, and customer pain points into actionable insights for Product and Engineering teams.
- Partner with Customer Success to manage critical account escalations, protect high-value customer relationships, and improve retention outcomes.
- Ensure escalations are clearly documented, prioritized, and resolved with appropriate urgency and follow-through.

AI & Process Optimization
- Evaluate, integrate, and champion AI-driven tools such as auto-triage, generative AI response drafting, automated ticket routing, and predictive analytics.
- Improve self-service capabilities

📌 Technical Support Manager (Gurugram)
🏢 Cendyn
📍 Gurugram