Team Lead - Customer Support

You will be responsible for managing end-to-end customer support for the V7 SaaS product, ensuring timely resolution of queries and issues. Your key responsibilities will include: - Defining, documenting, and continuously improving support processes such as ticketing, escalation, and resolution workflows. - Acting as the primary point of contact for strategic customers, maintaining strong relationships, and proactively addressing concerns. - Collaborating with Engineering teams to provide customer feedback and assist in prioritizing product enhancements. - Tracking, analyzing, and reporting on support metrics like response time, resolution time, CSAT, etc., to drive continuous improvement. - Developing knowledge base articles, FAQs, and other self-service resources for customers. - Training internal teams and new hires on product functionality and support processes. - Building and managing a high-performing support team (if required in the future). Preferred candidate profile: - 5+ years of experience in customer support or customer success, preferably in SaaS or B2B software. - Proven experience in defining support processes and workflows. - Strong relationship management skills with the ability to handle strategic and high-value customers. - Excellent communication and interpersonal skills. - Analytical mindset to monitor metrics and identify areas for improvement. - Hands-on familiarity with support tools such as Zendesk, Freshdesk, Jira Service Desk, or equivalent. - Experience working closely with Product and Engineering teams is a plus.,