Customer Support Lead

Job Description

About the Role: We are looking for an experienced Customer Support Lead to manage and enhance our application support operations for our SaaS-based product. This role requires a professional who has worked in B2B environments, handled corporate clients, and is capable of managing both customer escalations and a growing support team. The ideal candidate should be customer-obsessed, tech-savvy, and commercially inclined. Key Responsibilities: Application Support: Serve as the primary escalation point for resolving complex technical and functional issues related to the SaaS application. Troubleshoot and coordinate with internal teams to resolve product-related issues promptly. Maintain deep knowledge of the product to provide accurate solutions. Client Relationship Management: Manage and nurture relationships with key B2B clients. Coordinate renewal processes and follow-ups for subscription continuity and timely payments. Collaborate with different teams to support retention and growth goals. Commercial Growth Support: Identify and execute upselling and cross-selling opportunities during client interactions. Maintain a strong understanding of customer usage patterns and needs to suggest relevant features or upgrades. Team Leadership: Lead and mentor a small team of support executives. Monitor performance metrics, allocate tasks, and ensure SLAs are met. Build knowledge repositories and standard operating procedures (SOPs) for the team. Reporting & Insights: Track customer support KPIs and prepare weekly/monthly reports for management. Provide feedback to the Product and Engineering teams based on customer input. Required Skills & Qualifications: 5+ years of experience in customer support or application support, preferably in a SaaS or software company. Experience supporting corporate clients and B2B models is mandatory. Proven ability to resolve technical/product issues and deliver high customer satisfaction. Experience in upselling, cross-selling, and handling renewal coordination. Strong communication and interpersonal skills with a customer-first mindset. Ability to manage and mentor a team effectively. Comfortable working with CRM and support ticketing systems (e.g., Freshdesk, Zendesk, Salesforce, etc.). Good to Have: Exposure to tools like Jira, Intercom, or similar platforms. Basic understanding of APIs or cloud platforms is a plus. Previous experience working in a startup or high-growth environment.