Customer Support Team Lead – Enterprise SaaS (Ernakulam)

Customer Support Team Lead Role Summary We are hiring a Customer Support Team Lead to manage enterprise SaaS product support operations, drive customer satisfaction, and lead L1/L2 support teams. The role involves handling escalations, ensuring SLA adherence, improving support processes, and collaborating with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred.

Key Responsibilities
- Manage day-to-day customer support operations
- Ensure timely issue resolution aligned with SLAs
- Handle escalations, incidents, and customer communications
- Lead and mentor support engineers and analysts
- Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance
- Collaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution
- Drive RCA, process improvements, automation, and knowledge management
- Support onboarding, hypercare, and go-live activities

Required Skills & Experience
- 7–12 years of experience in enterprise application or SaaS support
- 2–5 years of team leadership experience
- Strong experience with ticketing tools such as Jira, ServiceNow, Zendesk, or Freshdesk
- Understanding of APIs, integrations, cloud platforms, and production support processes
- Robust stakeholder management and customer handling skills
- Experience working with global customers and distributed teams

Preferred
- Experience in Life Sciences / Pharma / Regulatory domain
- Knowledge of RIM, Labeling, Compliance, or Regulatory Operations platforms
- Exposure to GxP / CSV environments, DevOps, and monitoring tools
- ITIL certification is a plus Apply on Kit Job: kitjob.in/job/4m2mug