We are looking for a
Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities.
You will work closely with the
Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met.
Key Responsibilities
- Manage day-to-day support operations across chat, email, calls, and other customer channels.
- Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores.
- Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers.
- Drive upgrades, add-on adoption, and revenue opportunities
- Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership.
- Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes.
- Track team performance using support, sales, revenue, and customer experience metrics.
- Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations.
- Work closely with Product and Marketing teams to improve the customer journey.
- Train, mentor, and performance-manage team members.
Must Have
- 5+ years of experience in SaaS customer support, sales, customer success, or customer operations.
- 3+ years of experience managing contact centre or support operations at a managerial level (not at Lead/Team Lead level).
- Experience managing support performance and sales/revenue outcomes.
- Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure.
- High ownership mindset with strong bias for action and delivery.
- Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery, Grafana, and similar analytics platforms.
- Strong understanding of SaaS subscriptions, free trials, upgrades, churn, retention, and customer growth.
- Ability to coach teams on both service quality and value-based selling.
- Ability to quickly understand processes and ramp up with minimal handholding.
- Experience leveraging AI/tools to improve efficiency, reporting, or workflows.
- Strong communication skills with the ability to drive clarity and alignment.
- Comfortable working with global SMB/Enterprise customers across markets such as the US, UK, Canada, and Australia.
- Willingness to work night shifts aligned to global operations (starting :7 – 9 PM IST).
- Must be based in Chennai and available to work from the office once a week or more as required.
Workspace requirements
- Private office room with the ambience to handle calls with no disturbance during work hours
- Ready for video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
- Good Internet speed (Above 200 MBPS download and upload) with the ability to be wired always (LAN).
- Power backup.
