Team Lead - Customer Support (SaaS or Application Support)

About company

ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) powers 5000+ leading Global and Indian brands by effectively managing every step of their packaging and artwork process. These companies reach markets faster with our end-end packaging & artwork management system while achieving 100% compliance.

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.

Strong proficiency in SQL (queries, stored procedures, performance tuning), JavaScript & jQuery (DOM manipulation, AJAX, debugging)

Intermediate knowledge in .NET Framework & C# (application structure, basic APIs, debugging)

Excellent debugging and troubleshooting skills across web and backend systems.

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.