Customer Success Manager

Floww.ai; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Floww.ai Hyderabad is seeking a Customer Support Lead to own the public‑sector platform support function. You will lead a team of support associates, stay hands-on with customers, and ensure SLA‑driven resolutions while building trusted relationships with government stakeholders.

You will coordinate with Product, Engineering, and Operations, turning learnings into playbooks and SOPs, and continuously improving the support system.

Qualifications

• Minimum 1 year of Customer Support or Customer Success experience in a team lead role.
• Excellent verbal and written English; fluency in Telugu and/or Hindi is mandatory.
• Graduate or Post Graduate from Top 100 NIRF colleges — as per the NIRF 2025 Engineering or Management Rankings.
• Ability to handle both technical and non-technical queries across multiple support channels.
• Proficiency in Google Sheets, PowerPoint, reporting tools, and general computer operations.

Responsibilities

• Lead and mentor the team: guide prioritisation, ticket management, and SLA adherence.
• Manage team performance: set targets, track resolution times, and identify training needs.
• Own support operations end to end across all channels and ensure uninterrupted coverage.
• Drive resolution and escalation management; escalate overdue issues until closure.
• Handle complex issues and senior stakeholders, building relationships with government and public-sector contacts.
• Provide configuration assistance and product-related support for smooth usage.
• Coordinate with Product, Engineering, and Ops to resolve issues and improve experiences.
• Analyse metrics to identify recurring issues and drive process improvements.
• Document and report: maintain clear records, craft professional communications, and update playbooks.

Skills

Leadership

Ownership

Communication

Problem solving

Documentation

Adaptability

Education

Graduate or Post Graduate from Top 100 NIRF colleges

Tools

Google Sheets

PowerPoint

Reporting tools

Job description

About the Role

You’ll own the customer support and success function for our public‑sector platforms leading a team of support associates while staying hands‑on with customers yourself. You’ll run day‑to‑day support operations across every channel, make sure issues are resolved within SLAs, handle the complex technical and non‑technical escalations that reach you, and build strong, long‑term relationships with stakeholders. You’ll also coordinate with product, engineering, and operations teams to fix recurring problems at the root, and turn what the team learns into playbooks, SOPs, and process improvements. This role is ideal for someone who leads from the front, follows through relentlessly, and enjoys building both a team and a system that customers can rely on.

What You’ll Do

• Lead and mentor the team Guide support associates on prioritising tasks, managing tickets, and resolving customer issues within defined SLAs. Coach them on product knowledge, process, and professional customer communication so the team can resolve issues independently and consistently.
• Manage team performance — Set clear targets for the team and individuals, review workload and ticket allocation, track performance against resolution time, SLA compliance, and customer satisfaction, run regular reviews and huddles, give timely feedback, and identify and close capability gaps through training.
• Own support operations end to end — Oversee customer queries, tickets, and escalations across all channels — voice calls, emails, chats, WhatsApp, and in‑person interactions — and ensure uninterrupted coverage by directly handling customer calls, tickets, and walk‑in queries whenever required.
• Drive resolution and escalation management — Monitor ticket status and SLA adherence, proactively follow up with team members and internal stakeholders on pending issues, take corrective action on delays, and escalate unresolved or overdue issues to higher authorities until closure.
• Handle complex issues and senior stakeholders — Take on complex technical and non‑technical queries, escalation calls, and sensitive customer concerns; Build strong, long‑term relationships with government and public‑sector stakeholders.
• Provide configuration assistance — Provide configuration assistance and product‑related support to ensure smooth product usage and adoption.
• Coordinate across internal teams — Work closely with Product, Engineering, Operations, and other teams to resolve issues efficiently, represent the customer's priorities internally, and improve the overall support experience.
• Analyse metrics and improve the process — Track and analyse support metrics such as resolution time, SLA compliance, customer satisfaction, and engagement, identify recurring issues and improvement opportunities, and drive process changes that make support faster and more reliable.
• Document and report — Maintain accurate records of customer issues, escalations, follow‑ups, and resolutions, prepare clear and professional customer communication including emails, status updates, and resolution notifications, report to internal and customer stakeholders on time, and create, maintain, and periodically update support playbooks, SOPs, and process documentation that standardise how the team works.

What We’re Looking For

QUALITIES

• Leadership and mentoring — You lead from the front, guide and develop a team, hold people to standards without micromanaging, and step in yourself whenever the customer needs it.
• Ownership and follow‑through — You take end‑to‑end accountability for every ticket and commitment, chase pending items until they are closed, and never let an issue go cold.
• Communication and stakeholder management — You communicate clearly and professionally in writing, on calls, and in person, stay calm in escalations, and build trust with government stakeholders and senior officials.
• Problem‑solving and prioritisation — You diagnose technical and non‑technical issues quickly, judge what matters most, and manage multiple priorities in a fast‑paced, deadline‑driven environment.
• Process and documentation mindset — You turn recurring problems into standard processes, and write documentation the team actually uses.
• Adaptability and learning mindset — You thrive in a startup environment, adapt quickly to changing priorities, embrace feedback, and are comfortable learning new tools and technologies.

MANDATORY REQUIREMENTS

• Minimum 1 year of Customer Support or Customer Success experience in a team lead role.
• Excellent verbal and written English; fluency in Telugu and/or Hindi is mandatory.
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• Must be a Graduate or Post Graduate from Top 100 NIRF colleges — as per the NIRF 2025 Engineering or Management Rankings.
• Ability to handle both technical and non‑technical queries across multiple support channels.
• Proficiency in Google Sheets, PowerPoint, reporting tools, and general computer operations.

GOOD TO HAVE

• Hands‑on experience with ticketing systems, SLA tracking, and escalation management.
• Exposure to government or public‑sector IT projects and stakeholder coordination.
• Familiarity with CRM and customer support platforms.
• Experience creating and maintaining SOPs, playbooks, and process documentation.