Customer Support Lead

6 days ago

Ahmedabad, Gujarat, India SalesHandy Full time ₹ 9,00,000 - ₹ 12,00,000 per year

At Saleshandy, we help businesses scale outbound sales with automation, personalisation, and precision. We're a fast-growing, bootstrapped SaaS company trusted by 4,000+ customers globally, and customer experience is our growth engine.

We're hiring a Customer Support Lead to build and lead a world-class support function that delivers fast, human, and delightful experiences to every customer.

This isn't just ticket resolution — it's about understanding customer challenges deeply, enabling self-service excellence, and driving continuous improvements in how we support and retain users.

If you've led SaaS support teams, love solving problems at scale, and thrive on making customers successful — this role is for you.

What You'll Own

  • Customer Experience Leadership – Lead our global support team to deliver fast, consistent, and empathetic responses across channels.
  • Process Excellence – Build and optimise support workflows, SLAs, and escalation frameworks that ensure world-class service.
  • Quality & Training – Coach and upskill team members, ensuring product knowledge, tone, and consistency in every interaction.
  • Customer Insights – Capture recurring feedback and collaborate with Product and Success teams to improve usability and reduce tickets.
  • Tools & Automation – Implement and manage helpdesk tools, macros, and automations to enhance team efficiency and response time.
  • Performance Ownership – Track and report support metrics (CSAT, FRT, TTR) while driving continuous improvement and accountability.

You're a Great Fit If...

  • You've led or managed a SaaS support team, preferably in B2B.
  • You understand customer empathy as much as SLAs — both matter equally.
  • You're data-driven and use metrics to improve team performance and CX.
  • You can handle escalations calmly, with a solution-oriented mindset.
  • You've worked closely with Success, Product, or Engineering teams to close the feedback loop.
  • Bonus: You've worked with tools like Intercom, Freshdesk, or Zendesk.

Why Join Saleshandy

  • High Ownership – You'll shape how support evolves as we scale globally.
  • Career Growth – Leadership path as we grow from 4,000+ to 10,000+ customers.
  • Global Exposure – Work with users across US, Europe & APAC.
  • Supportive Culture – Fast-moving team with strong values and zero red tape.
  • Perks That Matter – Annual L&D budget, health coverage, paid retreats, flexible remote setup.

Next Steps

  • Apply with your CV + 2–3 lines on how you've improved support efficiency or customer satisfaction.
  • Short intro call with our Operations/Support Lead.
  • Short take-home scenario to showcase your problem-solving approach.
  • Final call to align on goals, expectations, and culture fit.
  • Offer & onboarding

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