As a Customer Support Manager at SaaS Labs, you will be responsible for managing a team of support engineers who specialize in call, email and chat support, to ensure the success of our customers.

You will be expected to handle critical customer escalations, provide technical guidance, and drive KPI-driven performance to enhance customer experience.

The ideal candidate should have run support operations in the past, and must have a strong technical background, excellent people management skills, a strategic view to optimize support processes, and experience in leveraging analytics for informed decision-making to deliver world-class services.

Qualifications:

• At least 8 years of overall work experience, including a minimum of 4 years in technical support management and 3 years in managing teams
• Proven experience in call, email, and chat support, preferably in a SaaS environment
• Proficiency in working with technology and ticketing tools such as Zendesk/Intercom, JIRA, etc.
• Must-have experience running phone support. Experience setting up phone support as a service from scratch is a plus!

Technical Support and Escalation Handling:

• Provide technical expertise and support to ensure the team can handle complex issues
• Serve as an escalation point for support agents and contribute to customer calls to retain customers

• Drive performance culture with a focus on SLAs and KPIs like Resolution Time, First Response Time, etc.
• Strategically analyze and optimize support processes to improve efficiency and customer satisfaction
• Work as Shift Lead on rotation, handling escalations and priority issues

• Spearhead and launch our Phone Support operations for scale
• Lead and manage new projects within the support department, driving innovation and improvement in support operations

• Ensure a world-class customer experience by continuously improving support strategies and methodologies
• Gather customer inputs and provide customer feedback for product improvements
• Partner with other teams, chime in on customer calls, and ensure customer retention
• Represent the support department on cross-organizational teams and deliver on organizational objectives

• Manage, mentor, and develop a high-performance support team
• Conduct performance reviews, provide regular feedback, and prepare growth plans for team members

• Maintain data and reports, presenting them to various stakeholders as necessary
• Draft support documentation and processes as needed

• Strong technical background with expertise in troubleshooting complex software issues and familiarity with support, QA, and phone systems
• Exceptional written and verbal communication skills
• Deep understanding of customer needs and dedication to delivering outstanding customer service, ensuring memorable experiences in every interaction
• Excellent problem-solving abilities, adept at analyzing issues and crafting effective solutions
• Proficiency in support processes and best practices, particularly in phone support
• Experience in managing technical support teams, driving KPI-driven performance
• Strong collaboration and teamwork skills, capable of effective cross-functional collaboration
• Effective escalation management with multiple stakeholders
• Ability to analyze data and derive actionable insights using analytics tools

Benefits and Perks:

• Opportunity to work and collaborate with a truly global team spread across 6 countries
• Routine hackathons and learning boot camps to promote knowledge sharing

About SaaS Labs

SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads. Currently, our portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).

SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honoured with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).