Customer Support Manager - SaaS B2B Exp Is Mandatory PRM360

About PRM360

Job Description

As a Customer Support Manager in the SaaS B2B industry, you will play a crucial role in leading and managing a dedicated team to consistently deliver exceptional support experiences to enterprise clients. With over 10 years of relevant experience, including at least 4 years in team management, you will be responsible for driving support excellence within a SaaS environment. Your primary focus will be on establishing and enhancing support processes, quality standards, and KPIs to ensure customer satisfaction. Working closely with cross-functional teams such as Delivery, Product, Engineering, and Sales, you will collaborate to address high-priority client issues, optimize support tools and technologies, and drive overall customer success. Occasional client visits are expected to strengthen relationships and gain insights into customer needs. Candidates with a technical support background, sales experience, and familiarity with AI tools will be preferred for this role. Key Responsibilities: - Lead and manage the customer support team to deliver world-class support experiences - Develop team members through coaching, performance management, and professional growth - Establish and improve support processes, KPIs, and quality standards - Manage escalations and ensure timely resolution of complex client issues - Collaborate with cross-functional teams to enhance customer satisfaction - Conduct customer site visits to strengthen relationships and gather feedback - Drive the adoption of AI-based support tools and technologies - Maintain internal and external knowledge resources - Analyze support trends and customer feedback to drive strategic decisions - Foster a culture of ownership, accountability, empathy, and problem-solving within the team Key Skills: - People Management & Team Leadership - Conflict Resolution & Stakeholder Management - SaaS Customer Support Experience - Technical Support Expertise - Excellent Communication Skills (Hindi and English) - Support Metrics & Performance Analysis - CRM & Support Tools Proficiency (e.g., Zendesk, Freshdesk, Salesforce) - Escalation & Crisis Management - Process Optimization & Knowledge Management - Collaboration with Cross-Functional Teams - Familiarity with AI Support Tools & Automation Qualifications: - Bachelor's degree in Computer Science, IT, Business Administration, or related field (MBA preferred) - 10+ years of customer support experience, with 4+ years in a leadership role - Strong background in SaaS-B2B customer support - Previous technical support roles are advantageous - Sales or customer success experience is a plus - Exposure to AI-driven support tools is beneficial - Willingness to travel to client locations occasionally - Full-time office-based role If you meet the qualifications and are passionate about delivering exceptional customer support in a SaaS environment, we encourage you to apply for this rewarding Customer Support Manager position.,