Senior Manager - Customer Support | SaaS | Hyderabad - WFH

• - Head the entire Customer Support Operations for our client
• - Work along with a SaaS startup currently in their hyperscale mode

About Our Client

As a leader in the OCR space, this company is startup that uses artificial intelligence to drive business innovation.

Job Description
• Own the Support Framework
• Lead and motivate the Customer Support team to deliver excellent customer service.
• Develop and implement customer service policies and standards for the department.
• Ensure that support processes and solutions are designed with the customer's best interests in mind, focusing on long-term resolution and customer success.
• Manage and maintain customer relationships by addressing their needs promptly.
• Handle complex and escalated customer service issues.
• Analyze customer service data to drive improvement measures.
• Work closely with other departments to ensure a consistent and high-quality customer experience.
• Provide regular reports to the management on the team's performance and customer feedback.
• Stay updated with the latest industry trends and emerging customer service strategies.

The Successful Applicant

A successful 'Senior Manager - Customer Support' should have:
• 8+ years of overall experience in a customer service role within the SaaS space.
• Base Location - Hyderabad (WFH)
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 7-10 years of experience in technical support, with at least 3 years in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred.

What's on Offer

The opportunity to be a part of a forward-thinking company in the SaaS space, leading a dynamic team and driving customer service excellence.

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