Senior Manager - Customer Support | SaaS | Hyderabad - WFH

• - Head the entire Customer Support Operations for our client • - Work along with a SaaS startup currently in their hyperscale mode About Our Client As a leader in the OCR space, this company is startup that uses artificial intelligence to drive business innovation. Job Description • Own the Support Framework • Lead and motivate the Customer Support team to deliver excellent customer service. • Develop and implement customer service policies and standards for the department. • Ensure that support processes and solutions are designed with the customer's best interests in mind, focusing on long-term resolution and customer success. • Manage and maintain customer relationships by addressing their needs promptly. • Handle complex and escalated customer service issues. • Analyze customer service data to drive improvement measures. • Work closely with other departments to ensure a consistent and high-quality customer experience. • Provide regular reports to the management on the team's performance and customer feedback. • Stay updated with the latest industry trends and emerging customer service strategies. The Successful Applicant A successful 'Senior Manager - Customer Support' should have: • 8+ years of overall experience in a customer service role within the SaaS space. • Base Location - Hyderabad (WFH) • Bachelor's degree in Computer Science, Information Technology, or a related field. • A minimum of 7-10 years of experience in technical support, with at least 3 years in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred. What's on Offer The opportunity to be a part of a forward-thinking company in the SaaS space, leading a dynamic team and driving customer service excellence. Apply Job!