Job Summary
You will be responsible for team performance, operational excellence, and continuous improvement, ensuring customers—from SMBs to global enterprise retailers—receive exceptional post-purchase experiences.
Key Responsibilities:
Team Leadership & Delivery
- Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels.
- Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems.
- Act as the primary escalation point for complex or high-impact customer issues.
Performance & KPI Management
- Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health).
- Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance.
- Drive accountability and ownership within the team.
Technical Leadership
- Guide team members in troubleshooting and understanding system behavior under the hood.
- Encourage continuous learning in APIs, SaaS systems, and integrations.
- Support technical skill development within the team.
Qualifications:
- 4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments.
- At least 1–2 years of experience in a Team Lead or supervisory role.
- Strong understanding of enterprise B2B SaaS products and customer lifecycle.
- Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia).
- The ability to read and understand code (Python, JavaScript) is a strong advantage.
- Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management).
- Experience driving measurable customer outcomes and operational improvements
Tools & Systems
- Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow).
- Familiarity with CRM tools such as HubSpot is a plus.
Education
- Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT).
