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Job details:
We're looking for a Technical Support Lead to own and scale our customer support function as the business grows.
Key Responsibilities
- Lead end-to-end support operations (Email & Chat) for Tier 1 and strategic customers.
- Manage support quality, SLAs, CSAT, response and resolution times.
- Handle complex customer escalations and work closely with Product, Engineering, and Delivery teams.
- Analyze ticket trends, identify recurring issues, and drive product improvements.
- Lead AI automation and chatbot initiatives to improve self-service and reduce ticket volume.
- Build strong Support → Product feedback loops using customer insights.
- Mentor and manage the support team, improve processes, and support hiring and onboarding.
What We're Looking For
- 5+ years in Customer Support, Support Operations, or Product Operations.
- Experience in high-volume B2B SaaS or FinTech support environments.
- Strong leadership, stakeholder management, and analytical skills.
- Experience with support metrics (SLA, CSAT, FCR, ticket analysis).
- Exposure to AI automation, chatbots, or support workflow automation is a plus.
Click on Apply to know more.
