Customer Success Manager

Job Title: Head of Customer Support

Location: Naraina Vihar, New Delhi 110028

Employment Type: Full-Time, In-office

About RoadCast

RoadCast is a leading logistics automation platform that helps businesses scale with our AI-powered mobility management suite. We're looking for a Head of Customer Support to lead our support team, improve service processes, and ensure our clients get quick, effective solutions.

Responsibilities:

• Lead and mentor the customer support team.
• Build and improve support processes for faster issue resolution.
• Handle client escalations and ensure customer satisfaction.
• Track and improve performance metrics like response time and CSAT.
• Work with product and operations teams to resolve recurring issues.
• Train team members on product knowledge and customer handling.

Requirements:

• Graduate in any discipline (MBA preferred).
• 6+ years in customer support, with at least 3 years in a leadership role.
• Strong communication, leadership, and problem-solving skills.
• Experience with CRM/ticketing tools like Freshdesk, Zendesk, or HubSpot.
• Industry experience in logistics, SaaS, or mobility is a plus.