Position: Software Support Team Lead
Job Type: Full-Time
Shifts/Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM
Experience: 5–7 Years
Location: PAN India (Remote) (Pune Prefered)
CTC: ₹40,000 – ₹50,000 per month
Role Overview
The Software Support Team Lead will be responsible for leading and managing the Software Support team to deliver exceptional customer experiences for users of our SaaS products. This role involves overseeing daily support operations, mentoring team members, handling escalated customer concerns, driving process improvements, and collaborating with cross-functional teams to ensure timely issue resolution and customer satisfaction.
The ideal candidate should possess strong leadership capabilities, excellent communication skills, customer-centric thinking, and hands-on experience in software support environments.
Key ResponsibilitiesTeam Leadership & Management
- Lead, mentor, and supervise the Software Support team to achieve departmental goals and service standards.
- Allocate and monitor daily tasks to ensure efficient workload distribution.
- Conduct regular team meetings, one-on-one sessions, and performance reviews.
- Provide coaching, guidance, and training to enhance team performance and professional development.
- Develop and implement standard operating procedures (SOPs) and best practices.
Customer Support Operations
- Oversee customer interactions through phone calls, emails, WhatsApp, chat platforms, and support tickets.
- Ensure customer issues are addressed professionally and resolved within defined service levels.
- Handle critical and escalated customer concerns with urgency and empathy.
- Monitor support quality and ensure a high level of customer satisfaction.
- Review customer feedback and identify opportunities for service improvement.
Product Onboarding & Training
- Supervise onboarding activities for new customers.
- Ensure effective product demonstrations and user training sessions.
- Guide the team in creating and maintaining user guides, FAQs, and training materials.
- Support customers in adopting software features and best practices.
Issue Resolution & Escalation Management
- Assist team members in diagnosing and troubleshooting complex software issues.
- Review escalated tickets and coordinate resolutions with internal stakeholders.
- Work closely with the Development and QA teams to prioritize critical issues.
- Track escalations to closure and communicate updates to customers.
- Analyze recurring issues and recommend preventive solutions.
Cross-Functional Coordination
- Collaborate with Product, Development, QA, Customer Success, and other departments.
- Facilitate communication regarding bug fixes, feature requests, and product enhancements.
- Participate in internal meetings to improve product usability and customer experience.
- Ensure alignment between support operations and business objectives.
Customer Success & Retention
- Build and maintain strong relationships with key customers.
- Monitor customer health and identify risks affecting retention.
- Drive customer adoption, engagement, and long-term success.
- Identify opportunities for process improvements and enhanced customer experiences.
- Collect customer insights and share actionable recommendations with internal teams.
Reporting & Documentation
- Monitor support KPIs such as response time, resolution time, customer satisfaction, and ticket volumes.
- Prepare and present periodic reports to management.
- Ensure accurate documentation of customer interactions and escalations.
- Maintain CRM, ticketing systems, and internal knowledge bases.
- Identify trends and implement initiatives to improve operational efficiency.
Required Skills & Qualifications
- Strong knowledge of SaaS products, web applications, browser troubleshooting, and support workflows.
- Proficiency in CRM/helpdesk tools, ticketing systems, MS Excel, and Google Workspace.
- Proven experience in leading support teams, mentoring team members, and managing performance.
- Excellent communication, customer handling, stakeholder management, and conflict-resolution skills.
- Strong problem-solving, analytical, organizational, and multitasking abilities.
- Customer-focused mindset with attention to detail and the ability to collaborate across teams.
- Bachelor's degree in a relevant field with 5–7 years of Software/Technical Support experience, including 1–2 years in a leadership role.
- Experience in a SaaS environment will be an added advantage.
