Team lead

2 weeks ago

Chennai, India ManageArtworks Full time

About companyManage Artworks (A flagship product brought to you by Karomi, a leading Enterprise Saa S 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 Saa S 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 Saa S or B2 B software.- Strong proficiency in SQL (queries, stored procedures, performance tuning), Java Script & j Query (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.

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