Customer Support Lead/Manager - B2B SaaS

Job Role: Customer Support Lead/Manager B2B SaaS

Location: Hyderabad

Work Mode: Work from Office only.

Travel:

**Travel to client locations for up to 3 to 4 days per quarter based on business requirement

Experience:

10+ Years of relevant experience in Customer Support including 3+ Years in Team Management.

B2B / Enterprise SaaS Customer Support Experience is mandatory

**Prior experience in sales or project management is a strong advantage.

Industry:

Job Overview:

We are seeking a seasoned Customer Support Manager with a strong background in technical support and proven experience in managing high-performing teams within a SaaS environment. The ideal candidate should have 10+ years of overall experience with at least 3 years in a leadership capacity, driving support excellence. This is a work-from-office role that requires close collaboration with the Delivery team and other cross-functional teams. Occasional client visits (3 to 4 days per quarter) are expected based on business needs.

Candidates with a tech support background, prior sales experience, and familiarity with AI tools will be given preference.

Key Responsibilities

• Lead and manage the customer support team to consistently deliver world-class support experiences
• Handle team development, performance management, coaching, and professional growth
• Establish and continuously improve support processes, KPIs, and quality standards
• Manage escalations and ensure swift resolution of high-priority or complex client issues
• Collaborate closely with the Delivery team, Product, Engineering, and Sales to drive holistic customer satisfaction
• Plan and execute customer site visits (3 to 4 days approx per quarter) to strengthen relationships and understand customer needs
• Drive the adoption and integration of AI-based support tools and technologies
• Ensure the development and upkeep of internal and external knowledge resources
• Analyze support trends and customer feedback to inform strategic decisions
• Build a culture of ownership, accountability, empathy, and problem-solving within the team

Key Skills

• People Management & Team Leadership
• Conflict Resolution & Stakeholder Management
• SaaS Customer Support Experience
• Technical Support Expertise
• Excellent Communication (Hindi and English preferably) & Customer Handling Skills
• Support Metrics & Performance Analysis
• CRM & Support Tools (e.g., Zendesk, Freshdesk, Salesforce)
• Escalation & Crisis Management
• Process Optimization & Knowledge Management
• Collaboration with Cross-Functional Teams (Delivery, Product, Sales)
• Familiarity with AI Support Tools / Automation

Qualifications

• Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred)
• 10+ years of relevant experience in customer support, with at least 3 years in a team leadership role.
• Strong experience in B2B/Enterprise SaaS-based customer support is mandatory.
• Previous experience in technical support roles is highly preferred.
• Prior experience in sales or customer success is a strong advantage
• Exposure to AI-driven support tools will be a plus
• Willingness to travel to client locations for up to 3 to 4 days per quarter
• Must be comfortable working full-time from the office