Team Lead

7 hours ago

Chennai, Tamil Nadu, India Karomi Technology Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Own end-to-end customer support for our V7 SaaS product, ensuring timely resolution of queries and issues.
  • Define, document, and continuously improve support processes, including ticketing, escalation, and resolution workflows.
  • Act as the primary point of contact for strategic customers, maintaining strong relationships and proactively addressing concerns.
  • Collaborate with Engineering teams to provide feedback from customers and help prioritize product enhancements.
  • Track, analyze, and report on support metrics (response time, resolution time, CSAT, etc.) to drive continuous improvement.
  • Develop knowledge base articles, FAQs, and other self-service resources for customers.
  • Train internal teams and new hires on product functionality and support processes.
  • Build and manage a high-performing support team (if required in the future).

Preferred candidate profile

  • 5+ years of experience in customer support or customer success, preferably in SaaS or B2B software.
  • Proven experience in defining support processes and workflows.
  • Strong relationship management skills; able to handle strategic and high-value customers.
  • Excellent communication and interpersonal skills.
  • Analytical mindset to monitor metrics and identify areas for improvement.
  • Hands-on familiarity with support tools (Zendesk, Freshdesk, Jira Service Desk, or equivalent).
  • Experience working closely with Product and Engineering teams is a plus.

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