Customer Support Lead Desired Profile Required: 6+ years of experience in Customer Account Management and Growth, Service and support. Should have excellent written and verbal communication, interpersonal and negotiation skills. Understanding about ERP/CRM software products, Saas, Cloud software is important. In depth knowledge and experience of Software Implementation /demonstration and training to the end users. Expert in handling customer queries, complaints, Wishlist. Strong team player, customer focussed and logical thinker. Key Roles & Responsibilities: New Customer onboarding, training and Go live. Growing Renewal/Retention, upselling and cross selling. Reduce customer churn with excellent customer management and support. Key point of contact for Sales and Customers during Onboarding and renewals process. Ensure desired outcomes are achieved for the customers and ensuring customer delight. Provide feedback and insights from customers to Management and other teams for improvements and increasing efficiency and productivity. Revenue generation through renewals, up sells, and cross sells and identifying new market areas. Must be excellent trouble shooter and comfortable in basic coding and resolving issues independently or with team as may be required. Track & monitor customer status, progress and growth. Create and share educational resources, training, Product demos and best practices. Having experience 4 years in account management and customer support primarily in SaaS products or services. Knowing the product in and out is crucial & Technical skills are important, as manager should know how to persuade customers to adopt new technologies or adjust the tool to their needs. Should be able to lead and coordinate with a team of Technical Support executives. Must be a go-getter and enthusiastic in working in start-up, driven and results oriented Culture.

Role & responsibilities Responsibilities: • Design, develop, and maintain automated test suites using Playwright with Python for web applications. • Develop and execute detailed test cases, scenarios, and scripts for both manual and automated testing. • Lead efforts in functional, regression, integration, sanity, performance, and crossbrowser testing. • Collaborate closely with product managers, developers, and other QA team members to understand requirements and translate them into effective test plans. • Review and enhance existing automation frameworks, ensuring scalability and maintainability. • Perform regular maintenance of regression suites and ensure consistent execution. • Document and track defects using tools like JIRA and collaborate with development teams for timely resolution. | • Actively participate in code and test case reviews, contributing to product quality and team knowledge sharing. • Promote and implement QA best practices, tools, and processes aligned with Agile methodologies. • Provide mentorship and technical guidance to junior QA team members. Requirements : • Bachelors degree in Computer Science, Engineering, or a related field. • 3–4 years of experience in QA testing, with a strong foundation in both manual and automation testing. • Proven expertise in Playwright with Python for automation testing Preferred candidate profile

Gather business requirements, process mapping, design solutions and system functionalities, being involved in implementation phase, conduct tests, run workshops and trainings. Manage implementations of the SaaS CRM application for Customers

6+ years of experience in Customer Account Management and Growth, Service and support. Understanding about ERP/CRM software Saas, Cloud software is important. Expert in handling customer queries, complaints, Wishlist.