▷ Urgent: Team Lead

4 days ago


Chennai India ManageArtworks Full time

Job Description 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. - 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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