Team Lead - Customer Support (SaaS or Application Support)
ManageArtworksernakulam, India1 day ago
Job description5+ 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.
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
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Team Lead • ernakulam, India
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