Vacancy description
Webgility
India, Indore
Customer Management Operations | Senior Manager in Indore, India is listed on Jobeax. Browse 30,000+ vacancies available.
Small businesses are the backbone of our economy. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you're passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!
As the Manager, Customer Support at Webgility, you will lead, mentor, and grow our team of Customer Support Specialists.
We are looking for a seasoned Customer Support Leader who brings deep SaaS expertise, strong people leadership, and a passion for customer excellence. This is a mission-critical leadership role that shapes how our customers experience our product, our teams, and our brand.
The ideal candidate is someone who has scaled support teams, built resilient processes, handled enterprise escalations, and driven transformation using technology and AI-enabled tools. This is a high-visibility, leadership role requiring close collaboration with Product, Engineering, Implementations, Customer Success, and Sales.
Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Manage a high-performing team of Support Specialists, fostering a culture of technical excellence and empathy.
Build and refine support playbooks, workflows, and documentation to improve resolution times and customer satisfaction.
Implement and manage support technologies (Ticketing systems, Help Centers, AI bots) to enhance team efficacy.
Use data to track KPIs (CSAT, FRT, Resolution Time) and identify systemic product issues to report back to the Product team.
You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
You have a deep understanding of B2B/ Ecom customer needs and have a history of ensuring outstanding support experiences.
You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team.
Deep understanding of B2B customer needs and a history of maintaining high CSAT/NPS scores.
You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
Expert knowledge of Support KPIs and tools (e.g., Hubspot, Zendesk, Salesforce Service Cloud, Intercom, or Jira).
We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services.
Group health insurance with the no-capping model that covers employees, spouses, and children
We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars
This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift. Indore Office visit every quarter.
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