Customer Support Manager - B2B SaaS exp mandatory

Job Role: Customer Support Manager B2B SaaS

Location:

Work Mode: Work from Office only.

Travel: Candidate should be open to travel based on business demand

3 to 4 days per quarter based on business requirement

Experience:

** B2B / Enterprise SaaS Customer Support Experience is desired

**

Industry:

Job Overview:

Customer Support Manager

tech support background

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

• Bachelor’s 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