• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement. • Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments. • Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team. • Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism. • Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience. • Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities. • Analyse recurring issues and work with internal stakeholders to implement preventive measures and process improvements. • Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures. • Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates. • Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction. • Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives. • Prepare and present support performance reports, customer insights, and operational metrics to leadership. Requirements • 8–12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment. • 3–5 years of experience managing customer support teams • Strong experience handling customer escalations and managing enterprise customer relationships • Experience handling global clients will be preferred • Proven track record of driving SLA adherence and operational excellence. • Excellent customer service, stakeholder management, negotiation, and conflict resolution skills • Strong analytical and problem-solving abilities with a data-driven mindset • Experience working with ticketing systems, CRM platforms, and support tools • Good understanding of SDLC and application maintenance processes • Ability to work effectively with cross-functional teams • Excellent verbal and written communication skills