Team Lead - Customer Support Specialist

Job Purpose:

Deliver exceptional customer support by owning support cases end-to-end, ensuring timely resolutions, maintaining high-quality customer communication, and driving customer confidence in the platform. Contribute to customer enablement, knowledge management, and continuous improvement by collaborating with Customer Success, Product, and Engineering teams.

Who You Are:

• 8+ years of experience in SaaS customer support, help desk, or technical support roles
• Experience managing support tickets through structured platforms such as Zendesk or equivalent
• Strong written and verbal communication skills, with an emphasis on clarity, empathy, and professionalism
• Demonstrated ability to troubleshoot issues, identify root causes, document findings, and escalate effectively
• Experience creating customer-facing documentation, knowledge base articles, FAQs, or training materials
• Basic data analysis skills with the ability to interpret support trends and communicate actionable insights
• Strong ownership mindset with the ability to manage support cases independently from intake to resolution
• Ability to prioritize tickets, manage customer expectations, and meet SLA requirements across different customer tiers
• Strong collaboration skills to work effectively with Customer Success, Product, Engineering, and other cross-functional teams

What Will Excite Us:

• Experience supporting enterprise B2B SaaS products and managing customer support workflows
• Familiarity with SLA management, ticket prioritization, escalation processes, and support quality standards
• Experience supporting customers during post-go-live hypercare, onboarding, or product adoption
• Hands-on experience creating knowledge base articles, how-to guides, FAQs, and video tutorials
• Experience facilitating customer training sessions, admin office hours, or product enablement initiatives
• Ability to identify recurring customer issues, analyze support trends, and recommend product or process improvements
• Experience collaborating with Product and Engineering teams to investigate complex issues and communicate customer feedback
• Familiarity with customer support KPIs, including response times, resolution quality, ticket volume, and customer satisfaction
• A proactive problem-solving mindset with a focus on continuous learning, process improvement, and customer success

What Will Excite You:

• Opportunity to make a meaningful impact on customer satisfaction, product adoption, and the overall customer experience
• Take ownership of customer issues and drive them toward timely, accurate, and effective resolutions
• Build and improve knowledge resources that empower customers to troubleshoot independently and get more value from the platform
• Collaborate with Customer Success, Product, and Engineering teams to solve complex problems and influence product improvements
• Develop expertise in SaaS customer support, customer enablement, and support operations
• Work in a collaborative environment that encourages ownership, continuous learning, and professional growth
• Contribute to improving support processes, operational metrics, and customer engagement practices
• Competitive compensation, career growth, and the opportunity to make a meaningful impact

Location: Ahmedabad (Work From Office)