Service Delivery/ Support Lead

• Key Responsibilities

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1 Team Management & Leadership:

• Lead, mentor, and motivate a team of L1/L2 Support Engineers to deliver high-quality customer support.
• Manage daily support operations, including ticket allocation, task allocation, queue management, escalation handling and SLA compliance.
• Conduct regular 1:1s, team meetings, and performance reviews to ensure team’s alignment on goals and growth.
• Identify training needs and collaborate with management to plan skill development sessions.

Monitor the team performance and process growth. Should have great people management skills.

2 Customer Support Operations:

• Oversee timely response and resolution of customer issues via email, phone, WhatsApp, and ticketing tools (e.g., DevRev, JIRA, Freshsales, etc.).
• Act as the point of escalation for complex or critical customer issues, ensuring resolution and root cause analysis.
• Track and report key performance metrics (response time, resolution rate, CSAT, escalation trends, etc.).
• Collaborate with Product and Engineering teams to communicate recurring issues, feature requests, and feedback from customers.

3 Process & Quality Improvement:

• Drive adherence to the defined support process and continuously identify areas for improvement.
• Implement best practices for incident management, escalation handling, and knowledge base updates.
• Ensure documentation of common issues, troubleshooting steps, and process SOPs to improve efficiency.
• Contribute to process automation and optimization initiatives for better customer experience.
• Onboarding Support
• Collaborate with the onboarding team to enhance process efficiency and improve the customer experience.
• Conduct product training sessions for customers as needed.
• Cross-functional Collaboration
• Work closely with the Support, Product, and Implementation teams to streamline project workflows.
• Provide insights from field operations to improve product performance and customer satisfaction.

4. Project Coordination

• Coordinate new projects from the installation phase to successful completion.
• Collaborate with internal teams to ensure timelines, deliverables, and customer expectations are met.
• Track project progress and escalate issues proactively.

Qualifications & Experience:

• Bachelor’s degree in Engineering, Technology, or related field.

5+ years of experience in implementation, support, or customer success roles (preferably in IoT, SaaS, or hardware-based solutions).

Skills:

• Strong technical and product understanding.
• Excellent customer-handling and communication skills.
• Ability to manage multiple projects simultaneously.
• Problem-solving mindset and ownership attitude.
• Proficiency in documentation and project reporting.

Other Requirements:

• Willingness to travel as and when required

Based out of Bangalore/ Goa

Job Type: Full-time

Pay: ₹50,000.00 - ₹70,000.00 per month

Ability to commute/relocate:

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your current In-hand salary?
• Are you comfortable travelling to clients sites as and when required?

Experience:

• Customer support: 5 years (Required)

Work Location: In person