Customer Support Team Lead – Enterprise Saas Panchkula

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

Robust 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/4mfzhy