Senior Customer Support Director

6 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 20,00,000 - ₹ 25,00,000

About the Senior Customer Support Manager Role

Our organization is seeking an experienced customer support leader to provide exceptional support to our clients. As a key member of our team, you will be responsible for managing day-to-day customer support operations and developing strategies to ensure quick resolution and high client satisfaction.

Key Responsibilities:

  • Manage and optimize customer support workflows, including ticketing, escalation, and reporting
  • Lead a growing support team, focusing on professional development and knowledge sharing
  • Collaborate with cross-functional teams to surface user feedback and improve product usability
  • Develop and maintain a comprehensive searchable knowledge base and self-service help center
  • Implement systems to track key performance indicators (KPIs) such as client satisfaction, response/resolution times, and ticket trends
  • Advocate for customer needs while balancing business priorities
  • Handle complex or sensitive customer escalations with empathy and professionalism

Requirements:

  • 3-5+ years in customer support, with at least 2+ years in a leadership role
  • Experience working in a fast-paced SaaS or tech-enabled service environment; startup experience a plus
  • Familiarity with support tools like Hubspot, Jira, Notion, or similar software platforms

Preferred Qualifications:

  • Clear and empathetic communication skills, both written and verbal
  • Strong organizational and problem-solving skills, with attention to detail
  • A customer-centric mindset with a deep appreciation for service excellence

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