Customer Support Manager

About Runo:

Runo is a fast-growing early-stage startup based in Hyderabad, redefining how businesses

manage customer communication. Our call management app seamlessly integrates call

tracking with CRM capabilities at the SIM level, empowering sales and support teams to

work smarter and close deals faster.

Role overview:

We're looking for a full-time Customer Support Manager to join our Product & Customer

Support team. This role is ideal for someone with a technical background who enjoys solving

customer problems, managing support operations, and working closely with Product and

Engineering teams to improve the overall customer experience.

Key Responsibilities:

● Manage customer queries and support tickets through Zoho Desk and Zoho SalesIQ.

● Ensure timely resolution of customer issues and adherence to defined SLAs.

● Handle customer escalations and coordinate with internal teams for effective

resolution.

● Analyze recurring customer and product issues and identify opportunities for

improvement.

● Understand customer pain points and translate them into actionable product

requirements.

● Work closely with Product, Engineering, and Customer Success teams to prioritize

feature requests, bugs, and customer issues.

● Assist with UAT and validation of new product releases.

● Prepare reports on ticket trends, customer feedback, and support performance.

● Maintain support documentation, SOPs, FAQs, and troubleshooting guides.

What We're Looking For:

● Bachelor's degree in Computer Science, IT, Engineering, or a related field

preferred.

● Minimum 2 years of experience in Technical Support, Product Support, Product

Analysis, Business Analysis, or a related role.

● Experience with ticketing and customer support platforms; Zoho Desk preferred.

● Experience with live chat platforms; Zoho SalesIQ is a plus.

● Strong analytical, troubleshooting, and problem-solving skills.

● Excellent verbal and written communication skills.

● Strong ownership mindset with the ability to work independently and manage

multiple priorities.

● Experience working with SaaS, CRM, or technology products is preferred.

What We Offer:

● Competitive salary package.

● Opportunity to work closely with Product, Engineering, and Customer Success teams.

● Opportunity to take ownership of customer support operations and influence product

improvements.

● Fast-paced, growth-focused work environment.

● Clear career progression within the organization.