Lead - Client Support - US

About Company

Keka has been a silent revolution in the making since our launch 8 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the platform, all with zero advertising spend and pure customer love.We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don’t hide our shortcomings and aren’t afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.In November 2022, the company secured India’s largest Series A SaaS funding with a whopping $57 million from WestBridge Capital.We’re looking for a Client Support Lead to drive a high-performing support team serving our US clients. You’ll ensure smooth client interactions, quick issue resolution, and continuous process improvements. Strong mentorship, communication skills, and hands-on experience with support tools are essential. Experience in HR domain and SaaS industry is a plus.

Key Responsibilities

• Lead and mentor a client support team handling US accounts.
• Ensure prompt resolution of client queries and escalations.
• Identify opportunities for process improvements to boost customer satisfaction.
• Partner with cross-functional teams to deliver exceptional client experience.
  

Requirements

• Proven experience managing a support team.
• Experience working with US clients.
• Experience in HR domain is a plus.
• Proficiency with CRM, ticketing systems, and customer support tools.
• Excellent communication and interpersonal skills.
• SaaS industry experience preferred.