Customer Support Team Lead

2 days ago

Bengaluru, Karnataka, India beBeeCustomerSupport Full time ₹ 1,80,00,000 - ₹ 2,02,50,000

About Molecular Connections

Transforming Scholarly Publishing with Innovation and Expertise

Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers to deliver a seamless, efficient, and transparent submission experience.

As our Customer Support Manager, you will lead and evolve our support function to ensure timely, empathetic, and technically sound assistance to our community of scholarly publishers and societies.

Key Responsibilities:

  • Manage day-to-day customer support operations for quick resolution and high satisfaction.
  • Develop and optimize support workflows, including ticketing, escalation, and reporting.
  • Recruit, onboard, and lead a growing support team as we scale.
  • Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability.
  • Build, maintain, and expand a searchable knowledge base and self-service help center.
  • Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends.
  • Advocate for customer needs while balancing internal priorities.
  • Handle complex or sensitive customer escalations with empathy and professionalism.

To succeed in this role, you should have:

  • 35+ years in customer support, with at least 12 years in a managerial or team lead role.
  • Experience working in a SaaS or tech-enabled service environment; startup experience is a plus.
  • Familiarity with support tools like Hubspot, Jira, Notion, or similar.
  • Clear, empathetic communication skills, both written and verbal.
  • Strong organizational and problem-solving skills, with attention to detail.
  • A customer-first mindset with a deep appreciation for service excellence.
  • Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms.

Join us and shape the future of scholarly communication. Collaborate with an intellectually curious team, work in a flexible, remote-friendly environment, and make a meaningful impact on the publishing process used by editors, researchers, and organizers globally.

Why This Role Matters

This leadership position plays a vital role in ensuring our customers receive exceptional support and services. Your expertise will help drive business growth, foster strong relationships with clients, and elevate the overall customer experience.

What We Offer

• Flexible, remote-friendly work environment

• Opportunity to work with a dynamic, mission-driven team

• Professional development opportunities

• Competitive compensation and benefits package

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