Manager - Customer Support

4 days ago

Bengaluru, Karnataka, India Molecular Connections Full time

About Us

We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows.

Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience.

With a deep understanding of academic publishing, we empower our clients to focus on what matters most: accelerating scholarly research.

About the Role

As our Customer Support Manager, youll be the front line of support for our growing community of scholarly publishers, societies, associations, and conferences.

You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance.

Youll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user Responsibilities

- Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction.

- Develop and optimize support workflows, including ticketing, escalation, and reporting.

- Recruit, onboard, and lead a growing support team as we scale.

- Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability.

- Build, maintain, and expand a searchable knowledge base and self-service help center.

- Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends.

- Advocate for customer needs while balancing internal priorities.

- Handle complex or sensitive customer escalations with empathy and - 35+ years in customer support, with at least 12 years in a managerial or team lead role.

- Experience working in a SaaS or tech-enabled service environment; startup experience a plus.

- Familiarity with support tools like Hubspot, Jira, Notion, or similar.

- Clear, empathetic communicator, both written and verbal.

- Strong organizational and problem-solving skills, with attention to detail.

- A customer-first mindset with a deep appreciation for service excellence.

- Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and Join Us? - Shape the future of scholarly communication at a mission-driven company.

- Join a collaborative and intellectually curious team.

- Work in a flexible, remote-friendly environment with competitive compensation.

- Make a meaningful impact on the publishing process used by editors, researchers, and organizers globally. (ref:iimjobs.com)

  • Customer Support Executive

    4 days ago

    Bengaluru, Karnataka, India TRDFIN Support Services Pvt Ltd Full time

    Job Summary:We are seeking a dedicated and customer-focused Customer Support Executive (Voice) to join our team. The role involves handling inbound and outbound calls, addressing customer queries, providing accurate information, and ensuring a positive customer experience. The ideal candidate should have excellent communication skills, a problem-solving...

  • Customer Support Executive|| International Chat Process

    7 days ago

    Bengaluru, Karnataka, India 247 Customer Private Limited Full time

    Job DescriptionPosition: International Non voice Customer SupportMode: Work from OfficeShift: Rotational Night Shift (2 rotational week offs)Salary: starting 2.7 LPA to 3.8LPARoles and Responsibilities- Provide exceptional customer support through email, chat, and non-voice processes to resolve customer queries and concerns.- - Handle multiple chats...

  • Customer Support Manager

    6 days ago

    Bengaluru, Karnataka, India Aurigo Software Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Customer Support Manager Location: Bangalore Department: Customer Support Reports To: Global Head of Customer Success Job Overview: We are seeking a proactive and solution-oriented Customer Support Manager to lead our customer support team in Bangalore and ensure the highest levels of service delivery. The ideal candidate will have a strong...

  • Customer Support Manager

    2 days ago

    Bengaluru, Karnataka, India Identixweb Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Job DescriptionWe are looking for an experienced and proactive Support Manager to lead our customer support operations. You will be responsible for managing a team of support executives, ensuring high levels of customer satisfaction, improving support processes, and driving team performance. The ideal candidate is analytical, people-oriented, and focused on...

  • Manager, Customer Support

    6 days ago

    Bengaluru, Karnataka, India Saviynt Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    About Saviynt: Saviynt is a leader in intelligent identity and access governance solutions. Our cloud-native platform provides a unified approach to securing applications, data, and infrastructure across hybrid IT environments. We empower our customers to scale fearlessly and securely, a principle that extends to our own team Role Overview: We are seeking...

  • Customer Support Manager

    1 week ago

    Bengaluru, Karnataka, India Cuculus Full time

    Job DescriptionPermanent employee, Full-time- Bengaluru, Remote IndiaShape the utilities market of the future with usThe Senior Customer Support Manager is responsible for the direct recording of faults or error patterns reported by the customer via the existing ticket system, by telephone or by e-mail. He independently addresses faults that he can rectify...

  • Customer Support Manager

    6 days ago

    Bengaluru, Karnataka, India TETHERFI TECHNOLOGIES PRIVATE LIMITED Full time US$ 90,000 - US$ 1,20,000 per year

    Job Title: Manager Support & ServicesExperience: 10 to 12 yearsAbout Tetherfi:At Tetherfi, we create intelligent solutions that drives business and increase productivity. We combine industry expertise, technological capabilities and human-centred approach to help businesses evolve from thinking digital to being digital.The Right Individual:We are seeking an...

  • Customer Support Manager

    5 days ago

    Bengaluru, Karnataka, India Ethos Full time US$ 1,20,000 - US$ 2,00,000 per year

    About EthosEthos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.We leverage deep technology and data science to streamline the life insurance process, making it more accessible and...

  • Customer Support Manager

    6 days ago

    Bengaluru, Karnataka, India Ethos Life Full time US$ 1,00,000 - US$ 1,50,000 per year

    About EthosEthos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.We leverage deep technology and data science to streamline the life insurance process, making it more accessible and...

  • Customer Service Support Manager

    3 days ago

    Bengaluru, Karnataka, India HappyLocate Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Company DescriptionHappyLocate, established in 2016, revolutionizes employee relocations across 16,000+ pin codes with advanced technology and customized solutions. Our services cover house shifting, pet relocation, office moves, and house search assistance, ensuring efficient management from planning to post-move support. Join our expanding list of...