Karomi - Team Lead - Tech Support
3 days ago
About the Role: Lead end-to-end customer support for Karomis V7 SaaS product, owning processes, escalations, and customer relationships while partnering closely with Product & Engineering.Key Responsibilities:- Own end-to-end customer support for the V7 SaaS product; ensure timely resolution of customer queries/issues.- Define, document, and continuously improve support processes (ticketing, escalation, and resolution workflows).- Act as the primary point of contact for strategic/high-value customers; maintain strong relationships and proactively address concerns.- Collaborate with Engineering to relay customer feedback and help prioritize product enhancements.- Track, analyze, and report support metrics (e.g., first response time, resolution time, CSAT) to drive continuous improvement.- Create and maintain customer-facing self-service resources (KB articles, FAQs, how-tos).- Train internal teams/new hires on product functionality and support processes.- Build and manage a high-performing support team (as the function scales).Preferred Candidate Profile:- 5+ years in Customer Support/Customer Success, preferably in SaaS/B2B software.- Proven experience setting up/optimizing support processes & workflows.- Strong stakeholder & relationship management; adept with strategic/enterprise customers.- Excellent written & verbal communication; strong interpersonal skills.- Analytical mindset with comfort using metrics to identify gaps and drive improvements.- Hands-on with support tools: Zendesk, Freshdesk, Jira Service Desk (or equivalents).- Exposure to working closely with Product & Engineering teams is a plus. (ref:iimjobs.com)
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Developer-Tech Support
2 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
2 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
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Team Lead
6 hours ago
Chennai, Tamil Nadu, India Karomi Technology Full time ₹ 15,00,000 - ₹ 25,00,000 per yearRole & responsibilitiesOwn 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...
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[High Salary] Developer-Tech Support
3 weeks ago
Chennai, India ManageArtworks Full timeAbout Karomi ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while...
