Manager - Customer Support

Sprinto; Kolkata; Remote; INR 2,629,272 - 4,382,121; Full time

Job summary

Join a rapidly growing SaaS company as a Customer Service Support Manager, leading a remote-first team dedicated to delivering exceptional customer experiences. With a focus on scalability and innovation, you'll implement smart processes and utilize AI tools to enhance operational efficiency.

Qualifications

• 8+ years in customer support with 2+ years leading teams.
• Proven track record scaling B2B SaaS support operations.
• Strong analytical mindset and exceptional communicator.

Responsibilities

• Inspire and manage a high-performing global support team.
• Elevate customer experiences through strategic innovation.
• Drive collaboration with Product, Engineering, and Success teams.

Skills

Leadership

Customer support

Data analysis

Strategic problem-solving

Communication

Automation

Tools

Intercom

Zendesk

Freshdesk

Job description

Sprinto is revolutionising information security compliance—empowering over 2000 customers+ in 75+ countries to scale securely and confidently. With robust backing from top investors Accel, Elevation, and Blume Ventures ($31.8M raised), our growing global team (300+) is redefining what it means to deliver extraordinary support.

Your Mission:

Lead a world-class, remote-first customer support team to deliver unmatched experiences. You'll build smart, ISO-ready processes, harness automation and AI (Intercom, bots, macros), and shape the future of customer support at a rapidly scaling SaaS company.

What You'll Own:

• Inspire and manage a high-performing global support team.
• Elevate customer experiences (CSAT, FCR, SLA) through strategic innovation.
• Scale processes through smart automation and AI integration.
• Leverage data-driven insights to streamline operations and efficiency.
• Ensure round-the-clock support readiness with meticulous planning.
• Drive collaboration with Product, Engineering, and Success teams.
• Continuously enhance quality via training, QA, and root-cause analysis.

Your Profile:

• 8+ years in customer support; 2+ years leading teams.
• Proven track record scaling B2B SaaS support operations.
• Expert with tools like Intercom, Zendesk, Freshdesk, and AI automation.
• Strong analytical mindset, exceptional communicator, strategic problem-solver.
• Thrives in agile, dynamic environments.

Ready to redefine what exceptional customer support looks like?

Join Sprinto—where innovation meets impact.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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