Job Description:
• Ensure consistent, high-quality customer support across email, chat, and voice channels by maintaining support standards and guidelines.
• Act as an escalation point for complex customer issues and ensure timely resolution.
• Monitor team performance, KPIs, SLAs, CSAT, and quality metrics.
• Develop, document and improve support processes, workflows, and knowledge base.
• Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.
• Should be able to work as an IC to handle support tickets and calls.
Requirements:
• 8 years of experience in customer support within a B2B SaaS company
• Excellent written and verbal English communication skills (mandatory)
• 3+ years of experience managing or leading a customer support team
• Hands-on experience handling customer support via emails, chats, and calls
• Strong working knowledge of support systems such as HelpScout, Zendesk, and similar platforms
• Experience with ticket management, escalation handling, and customer satisfaction metrics
• Ability to work independently and manage teams during the night shift.
Benefits:
• Best in class health and medical benefits.
• Profit-Sharing Plan: We reward our high-performing employees by actually sharing profits with them.
• Staycation: Every year, choose anywhere in the world to stay for a month; we will take care of the expenses!
• Open Door Policy: Strong communication and transparency go a long way in creating stress-free workplaces.
• Zen-like Workspace: A modern, aesthetically pleasing workspace with an all-inclusive cafeteria and dedicated conference/meeting rooms if you decide to work from the office.