Job Description

Key Responsibilities
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1 Team Management & Leadership:

Lead, mentor, and motivate a team of L1/L2 Support Engineers to deliver high-quality customer support. Manage daily support operations, including ticket allocation, task allocation, queue management, escalation handling and SLA compliance. Conduct regular 1:1s, team meetings, and performance reviews to ensure team's alignment on goals and growth. Identify training needs and collaborate with management to plan skill development sessions.
Monitor the team performance and process growth. Should have great people management skills.

2 Customer Support Operations:

Oversee timely response and resolution of customer issues via email, phone, WhatsApp, and ticketing tools (e.g., DevRev, JIRA, Freshsales, etc.). Act as the point of escalation for complex or critical customer issues, ensuring resolution and root cause analysis. Track and report key performance metrics (response time, resolution rate, CSAT, escalation trends, etc.). Collaborate with Product and Engineering teams to communicate recurring issues, feature requests, and feedback from customers.

3 Process & Quality Improvement:

Drive adherence to the defined support process and continuously identify areas for improvement. Implement best practices for incident management, escalation handling, and knowledge base updates. Ensure documentation of common issues, troubleshooting steps, and process SOPs to improve efficiency. Contribute to process automation and optimization initiatives for better customer experience.

Onboarding Support

Collaborate with the onboarding team to enhance process efficiency and improve the customer experience. Conduct product training sessions for customers as needed.

Cross-functional Collaboration

Work closely with the Support, Product, and Implementation teams to streamline project workflows. Provide insights from field operations to improve product performance and customer satisfaction.
4.

Project Coordination

Coordinate new projects from the installation phase to successful completion. Collaborate with internal teams to ensure timelines, deliverables, and customer expectations are met. Track project progress and escalate issues proactively.

Qualifications & Experience:

Bachelor's degree in Engineering, Technology, or related field.
5+ years of experience in implementation, support, or customer success roles (preferably in IoT, SaaS, or hardware-based solutions).

Skills:

Strong technical and product understanding. Excellent customer-handling and communication skills. Ability to manage multiple projects simultaneously. Problem-solving mindset and ownership attitude. Proficiency in documentation and project reporting.

Other Requirements:

Willingness to travel as and when required
Based out of Bangalore/ Goa

Job Type: Full-time

Pay: ₹50,000.00 - ₹70,000.00 per month

Ability to commute/relocate:

Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

What is your current In-hand salary? Are you comfortable travelling to clients sites as and when required?
Experience:

Customer support: 5 years (Required)
Work Location: In person