Customer Support Team Lead

BeatRoute; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

BeatRoute is seeking a Lead Support Engineer to helm a high-performance support team in a fast-scaling SaaS environment. You will own customer outcomes end-to-end, stay accountable across SLAs, and deepen product understanding to translate complex issues into clear fixes for enterprise clients.

You will collaborate with Product, Engineering, and Customer Success teams, mentor engineers, and drive process improvements to enhance customer satisfaction and operational efficiency.

Qualifications

• 5+ years of experience in Customer Support / SaaS Support / Customer Operations.
• Prior experience leading or mentoring support teams.
• Exceptional communication skills in English and Hindi - clear, structured, and confident.
• Strong ownership mindset; you do not drop the ball.
• Excellent problem-solving ability; you think first, escalate later.
• Ability to manage high-pressure customer situations calmly and professionally.
• Strong analytical thinking and ability to identify root causes and patterns.
• Fast learner with high curiosity and bias for action.
• Ambition to grow into Customer Success / Consulting / Business leadership roles.

Responsibilities

• Lead and mentor a team of support engineers to deliver high-quality customer outcomes.
• Drive accountability and SLA adherence across the support function.
• Develop deep product understanding and connect it to real customer use cases.
• Communicate solutions clearly to non-technical users without creating confusion.
• Handle escalations and high-pressure customer situations with clarity and structure.
• Identify recurring customer issues and proactively suggest product/process improvements.
• Collaborate closely with Product, Engineering, and Customer Success teams.
• Push back internally when required to ensure customer problems are fully resolved.
• Continuously improve support processes, operational efficiency, and customer experience.
• Demonstrate measurable improvements in team productivity, resolution quality, and customer satisfaction.

Skills

Customer support

SaaS support

Team leadership

English & Hindi

Ownership mindset

Problem solving

High-pressure handling

Customer success mindset

Job description

BeatRoute is the world's only Goal-Driven AI platform for retail sales and distribution. It is an enterprise-grade, scalable platform that uses a unique Goal-Driven AI to deliver measurable business impact for brands in their retail sales and distribution channels. Worldwide, retail and distribution businesses, such as FMCG, consumer goods, and building materials face the difficult choice of implementing risky and costly development projects on development platforms. We are solving this global problem with our ready-to-deploy enterprise SaaS AI solution.

BeatRoute currently serves 200+ enterprise brands in 20+ countries, with 100K+ users across India, South Asia, and Africa in 10 industry verticals.

Job Description

BeatRoute is hiring high-agency, problem-solving professionals for the role of Lead Support Engineer. This is not a conventional support role. We are looking for individuals who take ownership, think clearly under pressure, and are obsessed with solving customer problems end-to-end.

You will work at the intersection of customers, product, and business, while leading a team of support engineers and driving operational excellence across customer support functions. This role is designed for candidates who want to grow into Customer Success, Consulting, and business-facing leadership roles in a fast-scaling SaaS environment.

We are building a world-class, high-performance Support organization. This role is for candidates who can lead from the front, solve complex customer situations independently, and build strong execution discipline within teams.

The Right Candidate Will

• Lead and mentor a team of support engineers to deliver high-quality customer outcomes
• Drive accountability and SLA adherence across the support function
• Develop deep product understanding and connect it to real customer use cases
• Communicate solutions clearly to non-technical users without creating confusion
• Handle escalations and high-pressure customer situations with clarity and structure
• Identify recurring customer issues and proactively suggest product/process improvements
• Collaborate closely with Product, Engineering, and Customer Success teams
• Push back internally when required to ensure customer problems are fully resolved
• Continuously improve support processes, operational efficiency, and customer experience
• Demonstrate measurable improvements in team productivity, resolution quality, and customer satisfaction

Top characteristics and traits of a successful SSE

• 5+ years of experience in Customer Support / SaaS Support / Customer Operations
• Prior experience leading or mentoring support teams
• Exceptional communication skills in English and Hindi - clear, structured, and confident
• Strong ownership mindset; you do not drop the ball
• Excellent problem-solving ability; you think first, escal…later
• Ability to manage high-pressure customer situations calmly and professionally
• Strong analytical thinking and ability to identify root causes and patterns
• Fast learner with high curiosity and bias for action
• Ambition to grow into Customer Success / Consulting / Business leadership roles

What Will Set You Apart

• Experience in B2B SaaS environments
• Proven track record of handling enterprise customers
• Evidence of ownership and leadership in previous roles
• Strong logical thinking and ability to ask the right questions
• Experience improving support processes, SLAs, or customer satisfaction metrics
• Ability to balance customer empathy with business priorities

What This Role Is NOT

• Not a passive, script-based support job
• Not for candidates who need constant handholding
• Not for those uncomfortable with accountability or fast-paced environments
• Not limited to ticket handling; this role requires leadership, ownership, and problem-solving
• Competitive salary with performance-linked upside
• Fast-track career growth into Customer Success / Consulting leadership roles
• High ownership from Day 1 — your work directly impacts customers
• Opportunity to work in a high-growth SaaS company solving real business problems
• Strong performance culture — results matter more than tenure