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SaaS Support Management Expert

2 weeks ago

Pune, Maharashtra, India InCommon Full time

Job Overview

InCommon is hiring for Unific, a company that empowers B2C & B2B commerce brands to boost LTV and conversions through personalized customer experiences. We are seeking a highly skilled SaaS Support Management Expert to lead and manage our customer support team.

Key Responsibilities

  • Lead the customer support team and ensure high KPIs are met.
  • Optimize response times and maintain a high NPS score.
  • Use analytics tools to track and improve support performance.
  • Manage customer escalations and resolve issues efficiently.
  • Develop and execute customer support playbooks and processes.

Requirements

  • 3+ years of experience leading a SaaS customer support team.
  • 2+ years of experience as a technical support agent with strong technical skills.
  • Understanding of databases, APIs, and data flows.
  • Proficiency in customer support tools like Zendesk, Freshdesk, or HubSpot ServiceHub.
  • Strong problem-solving, critical thinking, and communication skills.
  • Ability to work independently and as part of a remote-first team.