Customer Support Team Lead

3 days ago

Hyderabad, Telangana, India Smart Auto Systems Full time

Role & responsibilities

  • Lead the customer support function for Autorox and manage day-to-day support operations.

    Handle escalated customer issues and ensure timely and effective resolutions.
  • Mentor and guide the support team, set performance standards, and ensure quality support delivery.
  • Develop support processes, FAQs, and best practices to improve efficiency and reduce ticket volumes.
  • Collaborate closely with Product, Engineering, and Implementation teams to resolve complex issues.
  • Track customer usage patterns and proactively identify gaps where workshops need more hand-holding.
  • Drive customer satisfaction (CSAT), retention, and support SLAs.
  • Conduct periodic training for customers and internal teams on new features or updates.
  • Gather customer feedback and convert insights into actionable inputs for product improvement.

Preferred candidate profile

  • 3 to 6 years of hands-on experience in SaaS product support (B2B preferred).
  • Strong understanding of ticketing systems, escalation management, and customer success workflows.
  • Excellent communication skills and the ability to break down tech issues into simple language.
  • Prior experience leading or mentoring a small team is a strong advantage.
  • Ability to work cross-functionally and handle high-pressure customer situations.
  • Strong problem-solving mindset and ownership-driven attitude.
  • Experience with tools like Freshdesk, Intercom, or similar platforms.
  • Exposure to software onboarding, implementation, or customer success roles.
  • Understanding of automotive or workshop workflows (not mandatory but good if you already knew that, training will be provided).

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