This role is a leadership position within Customer Experience, focusing on Customer Strategy & Design in Hyderabad. The opportunity involves managing and enhancing our customer support operations, particularly for SaaS-based products. We are seeking candidates with a strong background in technical customer support and a deep understanding of product and processes. The role emphasizes driving operational excellence and ensuring a superior customer experience.

Lead and manage frontline customer support teams, taking ownership of key performance indicators such as SLAs, quality, productivity, and adherence. Provide effective people management, performance coaching, and handle escalated customer issues. Coordinate seamlessly with quality assurance, training, workforce management, and other support functions to optimize operations. Identify and analyze recurring issues, conduct root-cause analysis, and contribute to knowledge management. Drive team engagement and ensure alignment with product and process updates.

Requires demonstrable experience in managing customer or product support teams, with a proven track record in achieving and maintaining service level agreements and quality standards. Strong analytical skills, excellent problem-solving abilities, and the capacity to handle complex escalations are essential. Candidates must possess robust people management and coaching skills, alongside the ability to collaborate effectively with internal stakeholders. A background in SaaS product support is highly valued. A Bachelor of Arts (BA) or equivalent graduate degree is required.