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Innovapptive
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Customer Support Manager

Customer Support Manager

Innovapptive

2 - 6 years

4 - 8 Lacs

hyderabad

Posted:17 hours ago| Platform:

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Skills Required

supply chain e-learning team management sap back office customer support scheduling product support monitoring crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Support Manager Location: Hyderabad, India Employment Type: Full-Time; Salaried Compensation: Base Salary, Bonus, Benefits

Job Description

About Us:

The Role

We are seeking a Support Manager with a passion for service excellence and a deep understanding of Enterprise B2B SaaS environments. The successful candidate will be responsible for leading our support team, ensuring that we provide outstanding support and service to our customers primarily in the US, operating within Central Time.

Pipeline generation and brand awareness through our strategic consulting and technology partners.
Customer engagement, retention, and expansion initiatives for our existing enterprise clients.
This role requires a marketer who can collaborate cross-functionally with Sales, Partner Teams, Customer Success, and Product Marketing, and is comfortable working in a fast-paced B2B enterprise SaaS environment.

How You Will Make an Impact:

Manage and lead a support team to deliver exceptional service across multiple channels (email, phone, chat).
Develop and implement strategies to ensure effective 24X5 operation of the support team.
Drive the creation and refinement of support processes, policies, and documentation.
Ensure the team is meeting and exceeding performance targets and service level agreements (SLAs).
Hire, train, and mentor support staff, fostering a culture of growth and continuous improvement.
Collaborate with the Product and Engineering teams to identify and resolve product issues affecting customers.
Analyze customer feedback and support metrics to drive improvements in customer satisfaction.
Represent customer perspectives and insights in leadership meetings to influence product development and company strategy.

What You Bring to the Team:

Proven experience in managing support teams in an Enterprise B2B SaaS environment.
Strong understanding of software support processes and best practices.
Excellent leadership and team management skills, with a track record of developing high-performing teams.
This role requires to work in the US central time with teams operating in 24x7 shifts
Exceptional communication and interpersonal skills, with fluency in English.
Strong problem-solving and analytical skills to effectively address customer issues.
Experience with support software and CRM systems.

Preferred Requirements:

Experience in operating a 24X7 support team.
B2B SaaS product support.
Bachelor s degree in Business Administration, Information Technology, or a related field.

What We Offer:

A positive, open, and highly-innovative environment and team
Entrepreneurial spirit with unlimited opportunity to grow
Opportunity to work with leading global brands on exciting and impactful projects
Competitive Base Pay
Best of plan on Vacation & Paid Time Off.
Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
Paid Maternity and Paternity leave
Bi-annual reviews to ensure transparency and promoting high performance culture
OKR Driven Performance Development Environment
Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

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Customer Support Manager