Leads and develops a technical support team, overseeing ticket operations, escalations, SLA performance, customer relationships, support metrics, documentation, product-release support, and continuous process improvement. Partners with Product, Engineering, QA, and Operations to resolve issues and improve customer satisfaction. Coaches team members, manages performance, analyzes recurring problems, and presents operational insights to leadership.
- 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 efficient 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, stakeholder management, negotiation, and conflict resolution skills
- Strong analytical and problem-solving abilities with a data-driven mindset
- Experience working with ticketing systems, CRM platforms, and support tools
- Good understanding of SDLC and application maintenance processes
- Ability to work effectively with cross-functional teams
- Excellent verbal and written communication skills
Karomi Technology Chennai, Tamil Nadu, IND Office
Chennai, India
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