About Us

BeatRoute is an enterprise-grade Sales Enablement platform that goes beyond automation and helps customers achieve their sales outcomes with its unique goal-driven sales technology.

More than 150 Retail & Distribution companies, such as those in the Consumer Goods industry, rely on BeatRoute to solve their sales problems and make their execution goal oriented. Learn more at www.beatroute.io.

BeatRoute is looking for a Lead – Customer Support to build and run a high-performance support function for our enterprise SaaS platform. This is not a conventional support role. You will lead a team of support engineers, own complex customer situations end-to-end, and solution real business problems on the platform, working at the intersection of customers, product and business.

The role is built for leaders who want to grow into Support Manager, Customer Success, Solutions Consulting and business-facing leadership roles in a fast-scaling SaaS company.

The Right Candidate Will

● Lead, coach and mentor a team of support engineers to deliver high-quality, timely customer outcomes

● Own customer issues end-to-end: no handoffs, no excuses, no loose ends

● Drive SLA adherence, accountability and execution discipline across the support function, tracking metrics such as response time, resolution time and CSAT

● Solution customer use cases: understand the customer’s business process, map it to the platform and recommend the right configuration or approach

● Handle escalations and high-pressure enterprise customer situations with clarity, structure and calm

● Identify recurring issues, get to the root cause and drive product and process improvements with Product and Engineering

● Communicate solutions clearly to non-technical users without creating confusion

● Collaborate closely with Product, Engineering and Customer Success, and push back internally when needed to make sure customer problems are fully resolved

● Build and continuously improve support processes,



playbooks and knowledge base for scale

● Demonstrate measurable improvements in team productivity, resolution quality and customer satisfaction

Top characteristics and traits of a successful Support Lead

● 5+ years of experience in Customer Support, SaaS Support or Customer Operations, including leading or mentoring support teams

● Exceptional communication skills in English and Hindi: clear, structured and confident

● Strong ownership mindset; you do not drop the ball

● Excellent problem-solving ability; you think first, escalate later

● Strong analytical thinking with the ability to spot root causes and patterns

● No coding required, but comfortable with SaaS product configuration, data and logical troubleshooting

● Fast learner with high curiosity and a bias for action

● Ambition to grow into Support Manager, Customer Success, Consulting or business leadership roles

What Will Set You Apart

● Experience in B2B SaaS environments, ideally supporting enterprise customers

● A track record of improving support processes, SLAs or customer satisfaction metrics

● Experience solutioning or configuring a SaaS product around customer workflows

● Hands-on experience with support tools such as Freshdesk, Zendesk or Jira

● Strong logical thinking and the ability to ask the right questions

● Ability to balance customer empathy with business priorities

What This Role Is NOT

● Not a passive, script-based support job

● Not limited to ticket handling; it requires leadership, ownership and problem-solving

● Not for candidates who need constant handholding

● Not for those uncomfortable with accountability or fast-paced environments

Job Perks

● Competitive salary with performance-linked upside

● A clear growth path from Support Lead to Support Manager, Customer Success and Consulting leadership roles

● High ownership from Day 1; your work directly impacts enterprise customers

● Prospect to work in a fast-moving, high-growth SaaS company solving real business problems

📌 Customer Support Lead (India)
🏢 BeatRoute
📍 India