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Saleshandy
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Customer Support Lead

Customer Support Lead

Saleshandy

2 - 6 years

5 - 9 Lacs

ahmedabad

Posted:6 hours ago| Platform:

Apply

Skills Required

automation operational support helpdesk customer satisfaction saas customer support customer experience continuous improvement macros support lead

Work Mode

Work from Office

Job Type

Full Time

Job Description

Saleshandy

, we help businesses scale outbound sales with automation, personalisation, and precision. We re a fast-growing, bootstrapped SaaS company trusted by 4,000+ customers globally, and customer experience is our growth engine.

We re hiring a

Customer Support Lead

to build and lead a world-class support function that delivers fast, human, and delightful experiences to every customer.

This isn t just ticket resolution it s about understanding customer challenges deeply, enabling self-service excellence, and driving continuous improvements in how we support and retain users.

If you ve led SaaS support teams, love solving problems at scale, and thrive on making customers successful this role is for you.

What You ll Own

Customer Experience Leadership
Lead our global support team to deliver fast, consistent, and empathetic responses across channels.
Process Excellence
Build and optimise support workflows, SLAs, and escalation frameworks that ensure world-class service.
Quality & Training
Coach and upskill team members, ensuring product knowledge, tone, and consistency in every interaction.
Customer Insights
Capture recurring feedback and collaborate with Product and Success teams to improve usability and reduce tickets.
Tools & Automation
Implement and manage helpdesk tools, macros, and automations to enhance team efficiency and response time.
Performance Ownership
Track and report support metrics (CSAT, FRT, TTR) while driving continuous improvement and accountability.

You re a Great Fit If...

You ve led or managed a SaaS support team, preferably in B2B.
You understand customer empathy as much as SLAs both matter equally. You re data-driven and use metrics to improve team performance and CX. You can handle escalations calmly, with a solution-oriented mindset. You ve worked closely with Success, Product, or Engineering teams to close the feedback loop. Bonus: You ve worked with tools like Intercom, Freshdesk, or Zendesk.

Why Join Saleshandy

High Ownership
You ll shape how support evolves as we scale globally.
Career Growth
Leadership path as we grow from 4,000+ to 10,000+ customers.
Global Exposure
Work with users across US, Europe & APAC.
Supportive Culture
Fast-moving team with strong values and zero red tape.
Perks That Matter
Annual L&D budget, health coverage, paid retreats, flexible remote setup.

Next Steps

Apply with your CV + 2 3 lines on how you ve improved support efficiency or customer satisfaction.
Short intro call with our Operations/Support Lead.
Short take-home scenario to showcase your problem-solving approach.
Final call to align on goals, expectations, and culture fit.
Offer & onboarding

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Saleshandy

Software Development

Ahmedabad Gujarat

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Customer Support Lead

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Saleshandy

Customer Support Lead

What You ll Own

Customer Experience Leadership

Process Excellence

Quality & Training

Customer Insights

Tools & Automation

Performance Ownership

You re a Great Fit If...

Why Join Saleshandy

High Ownership

Career Growth

Global Exposure

Supportive Culture

Perks That Matter

Next Steps

More Jobs at Saleshandy