Highly Motivated Customer Support Leader

6 days ago

Chennai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 90,00,000 - ₹ 1,20,00,000
Technical Customer Support Lead Job Description

This is an exciting opportunity to lead a team of technical customer support specialists and drive customer satisfaction through effective issue resolution and process improvements.

The ideal candidate will have 5+ years of experience in SaaS technical support, customer operations, or similar project-focused roles, with a strong background in technical systems, APIs, and SQL. They will be comfortable working cross-functionally and across time zones, with partial overlap with US business hours.

Key Responsibilities:

  • Lead a team of technical customer support specialists to resolve complex customer issues and improve customer satisfaction.
  • Develop and implement process improvements to enhance efficiency and effectiveness of the support team.
  • Work closely with internal stakeholders to understand customer needs and develop solutions that meet those needs.
  • Collaborate with cross-functional teams to ensure seamless communication and issue resolution.
  • Analyze data to identify trends and areas for improvement, and make recommendations to senior management.

Requirements:

  • 5+ years of experience in SaaS technical support, customer operations, or similar project-focused roles.
  • Strong background in technical systems, APIs, and SQL.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Strong analytical skills with intermediate to advanced proficiency in Excel.

Preferred Qualifications:

  • Experience working with support ticketing systems such as Jira Service Desk.
  • Intermediate understanding of technical systems, APIs, and SQL.
  • Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment.

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