Team Lead - Customer Support (SaaS or Application Support)

About company

ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) powers 5000+ leading Global and Indian brands by effectively managing every step of their packaging and artwork process. These companies reach markets faster with our end-end packaging & artwork management system while achieving 100% compliance.

Role & responsibilities

• Own end-to-end customer support for our V7 SaaS product, ensuring timely resolution of queries and issues.
• Define, document, and continuously improve support processes, including ticketing, escalation, and resolution workflows.
• Act as the primary point of contact for strategic customers, maintaining strong relationships and proactively addressing concerns.
• Collaborate with Engineering teams to provide feedback from customers and help prioritize product enhancements.
• Track, analyze, and report on support metrics (response time, resolution time, CSAT, etc.) to drive continuous improvement.
• Develop knowledge base articles, FAQs, and other self-service resources for customers.
• Train internal teams and new hires on product functionality and support processes.
• Build and manage 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.
• Strong proficiency in SQL (queries, stored procedures, performance tuning), JavaScript & jQuery (DOM manipulation, AJAX, debugging)
• Intermediate knowledge in .NET Framework & C# (application structure, basic APIs, debugging)
• Excellent debugging and troubleshooting skills across web and backend systems.
• Proven experience in defining support processes and workflows.
• Strong relationship management skills; able 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 (Zendesk, Freshdesk, Jira Service Desk, or equivalent).
• Experience working closely with Product and Engineering teams is a plus.