Customer Support Lead or Manager B2B SaaS

Role: Customer Support Lead / Manager - B2B SaaS

Location:

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Role Snapshot

seasoned Customer Support Leader

scaled support teams, built resilient processes, handled enterprise escalations, and driven transformation using technology and AI-enabled tools

Key Responsibilities

• Lead, mentor, and scale a

  high-performance customer support organization

  delivering consistent, world-class experiences.
• Drive

  support strategy, operational excellence, KPIs, and service quality standards

  across enterprise customers.
• Own

  critical escalations

  , crisis situations, and executive-level client interactions with speed and confidence.
• Build a

  strong performance culture

  through structured coaching, reviews, and growth frameworks.
• Partner closely with

  Delivery, Product, Engineering, and Sales

  to ensure seamless issue resolution and proactive customer success.
• Lead

  quarterly on-site client visits (34 days)

  to strengthen partnerships and uncover deeper business needs.

• Own customer renewals in collaboration with Sales and Customer Success teams

  , ensuring high retention and minimized churn.

• Identify, influence, and execute upselling and cross-selling opportunities

  through strong customer engagement, usage insights, and value positioning.
• Champion the

  adoption of AI-powered support tools, automation, and intelligent ticket routing

  .
• Drive

  knowledge management

  , documentation standards, and internal enablement for faster resolution.
• Convert

  support data, trends, and feedback into strategic insights

  for leadership and product roadmap decisions.
• Build a culture grounded in

  ownership, accountability, empathy, and outcome-driven problem solving

  .

Key Skills

• 10+ years of proven experience

  in Customer Support, including

  3+ years in a people leadership role

  .

• Mandatory experience in B2B / Enterprise SaaS customer support

  .
• Strong roots in

  technical support

  with the ability to understand product architecture and integrations.
• Prior exposure to

  Sales, Customer Success, or Project Management

  is a strong advantage.
• Hands-on experience with

  CRM & Support platforms

  such as

  Zendesk, Freshdesk, Salesforce

  , or similar.
• High proficiency in

  support metrics, SLA governance, performance analytics, and continuous improvement frameworks

  .
• Exceptional

  communication, negotiation, and conflict resolution

  skills (Hindi & English preferred).
• Strong exposure to or keen interest in

  AI-driven support automation and intelligent workflows

  .
• Comfortable operating in a

  fast-paced, high-accountability, office-first environment

  .

Qualifications

• Bachelors degree in

  Computer Science, IT, Business Administration

  , or related discipline (

  MBA preferred

  ).

• 10+ years of relevant experience

  in customer support with

  3+ years in a leadership capacity

  .

• Enterprise SaaS support experience is mandatory

  .
• Prior experience in

  technical support

  is highly preferred.
• Exposure to

  AI-based support tools and automation platforms

  is a strong plus.

• Open to travel

  for client engagements up to

  3–4 days per quarter

  .
• Must be

  comfortable working full-time from the Hyderabad office

  .

Why This Role is a Career-Defining Opportunity

• Lead the

  frontline of customer experience

  for a high-growth SaaS product.
• Drive

  enterprise-scale impact

  with direct influence on product, revenue, and retention.
• Work alongside

  senior leadership and cross-functional experts

  .
• Build, scale, and transform

  support operations with AI and automation

  .
• A high-ownership role with

  strong visibility, growth potential, and long-term leadership trajectory

  .