Support Operations Head

Experience
: years

Salary
: INR / year (based on experience)

Expected Notice Period
: 30 Days

Shift
: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type
: Office (Bengaluru)

Placement Type
: Full Time Permanent position(Payroll and Compliance to be managed by: WizCommerce)

**(*Note: This is a requirement for one of Uplers' client - WizCommerce)

**What do you need for this opportunity?

Must have skills required:
Strong Educational Background, B2B, Communication Skills, SAAS background, Technical Support

WizCommerce is Looking for:****
We are seeking a seasoned Support Head to establish, lead, and scale our global support function for WizCommerce's fast-growing B2B SaaS platform. This role demands a strategic thinker with deep experience in SaaS customer support

operations, proven leadership in building high-performing teams, and a relentless focus on delivering exceptional customer experiences. You will be responsible for defining the support vision, building the team, implementing best-in-class processes, and acting as the highest escalation point for complex issues. Your leadership will directly influence customer satisfaction, retention, and operational excellence.

Responsibilities:
Leadership & Team Building:

• Build, lead, and mentor a high-performing Customer & Technical Support team across multiple geographies.
• Define team structure, roles, and hiring plans to meet current and future business needs.
• Set clear performance metrics, conduct regular one-on-ones, and provide coaching for career development.
• Design and execute comprehensive onboarding and continuous training programs.

Customer Support Excellence:

• Oversee the resolution of escalated or business-critical issues for enterprise and mid-market clients.
• Ensure world-class SLAs and KPIs (e.g., first response time, resolution time, CSAT, NPS) are consistently met or exceeded.
• Implement proactive support strategies, including ticket deflection, customer education, and self-service tools.

Process, Systems & Strategy:

• Establish and continuously refine support processes, escalation frameworks, and quality assurance measures.
• Implement and optimize support platforms (Zendesk, Hubspot, JIRA, or similar).
• Use analytics to identify trends, recurring issues, and opportunities for process automation.
• Collaborate with Product and Engineering to address root causes and influence roadmap decisions.

Cross-functional Collaboration:

• Act as the Voice ofthe Customer within the organization, sharing actionable insights with leadership, Product, Engineering, and Customer Success teams.
• Partner with QA and Product teams during feature releases and updates to ensure readiness for support.
• Contribute to the product roadmap with customer experience and operational efficiency in mind.

Qualifications and Skills:

• Experience: 10+ years in customer/technical support roles within SaaS, with at least 5 years in leadership.
• Proven track record of building and scaling support teams for B2B SaaS platforms.
• Deep understanding of web-based applications, APIs, and cloud platforms.
• Strong analytical skills with the ability to leverage data for decision-making.
• Exceptional communication and stakeholder management abilities.
• Experience managing support for enterprise-level clients and global accounts.

Preferred Qualifications:

• Experience in wholesale, distribution, or e-commerce SaaS products.
• Exposure to working in US/EST time zones or managing 24/7 support teams.
• Strong knowledge of automation, AI-based ticket routing, and self-service strategies.

How to apply for this opportunity?

• Step 1: Click On Apply And Register or Login on our portal.
• Step 2: Complete the Screening Form & Upload updated Resume
• Step 3: Increase your chances to get shortlisted & meet the client for the Interview

About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you