Customer Support Manager - B2B SaaS exp mandatory Acads360 India

10.0 - 15.0 years

10 - 20 Lacs

Hyderabad

Work from Office

Job Role: Customer Support Manager B2B SaaS Location: Hyderabad Work Mode: Work from Office only. Travel: Candidate should be open to travel based on business demand **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 desired ** Prior experience in sales is a strong advantage. Industry: SaaS / Technology Educational Background: Bachelors degree in Computer Science, IT, Business Administration, or related field (MBA preferred). 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 (34 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 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

Posted 1 week ago

Apply

Virtual Service Management Engineer Global Talent Track

2 - 4 years

4 - 5 Lacs

Navi Mumbai

Work from Office

Job Title: Virtual Service Management. Location: Mumbai, Ghansoli Sub-Domain: Engineer Job Type: Full time Company: Startek Job Overview: Service Management process for Long tail customers to be outsourced. Virtual Service Management activities to be carried out by engaging customer remotely for Enterprise Fixed Line services. Experience: 2-4 Years of experience in Enterprises/ Fixed Line Network Qualifications: BE/B.Tech Elec and Telecommunication /Computer science, CCNA Preferred Key Responsibilities: Service engagement and experience for Enterprise Customers by driving incident, Escalation Management as day to day operations. Strong engagement with Cross functional teams to drive our priority to ensure better customer experience Performance report to be shared and engage with customer to walk them through the report on current performance and any Service Improvement being worked out. Repeat fault analysis and continuous service improvement to be driven. Any Change management to be tracked and ensure it is closed with customer satisfaction. Communicate with customer and get feedback. Technical Skills: Good Understanding of TCP / IP, OSI Layer Protocol suites, WAN protocols and troubleshooting Key Skills Required: Have an exposure on Service Management role experience. Possess Fixed Line product understanding. Experience in B2B environment will be an added advantage. Fluent in English and Hindi language. Minimum 1 year of experience in handling Enterprise Customers. What We Offer: Competitive salary and benefits. A dynamic and inclusive work environment. Opportunities for professional growth and development. Please contact: Email: amol.ranaware@gttdata.ai Contact: 8956490756

Posted 2 months ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.