Customer Support Manager-B2B Saas

Jobgether; India; Remote; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Remote work environment

Profit-sharing opportunities

Health benefits

Learning & development resources

Open-door culture

Job summary

Jobgether is seeking a Customer Support Manager - B2B SaaS based in India to lead a remote support operation for a global customer base. You will oversee email, chat, and voice support, drive standards, monitor KPIs and CSAT, and collaborate with Product and Engineering to translate feedback into improvements.

You will balance leadership duties with hands-on support, act as escalation point, and promote a customer-obsessed culture across the team.

Qualifications

• 8+ years in customer support within a B2B SaaS environment.
• 3+ years leading a customer support team.
• Experience supporting via email, chat and voice.
• Excellent written and spoken English communication.
• Experience with Help Scout or Zendesk or similar platforms.
• Strong knowledge of tickets, escalations, SLAs and CSAT metrics.
• Ability to drive operational improvements from data.
• Experience collaborating with Product and Engineering teams.

Responsibilities

• Lead a remote customer support team during US hours.
• Maintain high-quality support across email, chat, and voice.
• Set and improve support standards and service levels.
• Act as escalation point for complex issues and ensure timely resolution.
• Monitor KPIs, SLAs, CSAT and quality metrics.
• Improve workflows, knowledge base, and documentation.
• Collaborate with Product and Engineering on feedback.
• Handle tickets as an individual contributor when needed.

Skills

B2B SaaS support

Team leadership

English communication

Help Scout

Zendesk

Ticket management

SLAs & CSAT

Process improvement

Cross-functional collaboration

Tools

Help Scout

Zendesk

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager-B2B Saas based in India.
This role is an opportunity to lead customer support for a growing B2B SaaS platform serving businesses and professional teams worldwide.
You will oversee a high-quality support operation across email, chat, and voice while ensuring customers receive timely, effective, and consistent assistance.
The position combines people leadership with hands‑on customer support, making it ideal for an experienced manager who remains close to day‑to‑day customer needs.
You will own support performance, monitor KPIs and service levels, and continuously improve workflows, processes, and knowledge resources.
Working closely with Product and Engineering, you will turn customer feedback and recurring issues into actionable improvements.
You will also serve as an escalation point for complex cases and help strengthen customer adoption, satisfaction, and long‑term success.
This is a remote leadership opportunity for someone comfortable working independently during US business hours in a fast‑paced SaaS environment.

Accountabilities

• Ensure consistent, high-quality customer support across email, chat, and voice channels.
• Establish, maintain, and improve support standards, guidelines, and service expectations.
• Act as the primary escalation point for complex or sensitive customer issues and drive timely resolution.
• Monitor team performance, KPIs, SLAs, CSAT, quality metrics, and other indicators of support effectiveness.
• Identify opportunities to improve support workflows, processes, documentation, and knowledge base resources.
• Collaborate closely with Product, Engineering, and other internal teams to resolve customer issues and communicate recurring feedback.
• Analyze customer feedback and support trends to identify opportunities for product, process, and customer experience improvements.
• Work directly with customers and handle support tickets and calls as an individual contributor when required.
• Support customers in understanding platform capabilities, resolving issues, and adopting relevant features.
• Lead and manage support operations during the US shift while maintaining high standards of responsiveness and service quality.
• Promote a customer-obsessed culture focused on ownership, collaboration, continuous improvement, and responsiveness.

Requirements

• 8+ years of customer support experience within a B2B SaaS environment.
• 3+ years of experience managing or leading a customer support team.
• Hands‑on experience providing customer support through email, chat, and voice channels.
• Excellent written and verbal English communication skills.
• Strong experience with support platforms such as Help Scout, Zendesk, or similar systems.
• Solid understanding of ticket management, escalation processes, SLAs, CSAT, and customer satisfaction metrics.
• Demonstrated ability to monitor team performance and use support data to drive operational improvements.
• Experience developing and improving support processes, workflows, documentation, and knowledge bases.
• Ability to work effectively as an individual contributor while also leading and supporting a team.
• Strong problem‑solving and decision‑making skills, particularly when handling complex customer issues.
• Ability to work independently, prioritize competing responsibilities, and maintain accountability with limited supervision.
• Comfortable managing a team and support operations during the US/night shift.
• Strong collaboration skills and the ability to work effectively with Product, Engineering, and other cross‑functional teams.

Benefits

• Remote work environment.
• Flexible and autonomous working culture with minimal micromanagement.
• Best‑in‑class health and medical benefits.
• Profit‑sharing opportunities for high‑performing employees.
• Personal learning and professional development resources.
• Ability to create a personalized learning plan supported by organizational resources.
• Opportunity to work with a diverse and collaborative team.
• High transparency around strategy, business metrics, KPIs, and major initiatives.
• Open‑door culture with direct communication and minimal bureaucracy.
• Annual staycation benefit allowing eligible employees to spend a month anywhere in the world with expenses covered.
• Modern, well‑equipped workspace with cafeteria and meeting facilities for employees who choose to work from the office.

Data Privacy Notice

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.