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SalesHandy
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Customer Support Lead

Customer Support Lead

SalesHandy

0 years

4 - 7 Lacs

ahmedabad

Posted:13 hours ago| Platform: GlassDoor logo

Apply

Skills Required

support automation saas service escalation consistency capture usability macros efficiency report metrics empathy data engineering freshdesk leadership

Work Mode

Remote

Job Type

Part Time

Job Description

At 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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Customer Support Lead