Manager – Customer Support & Sales Operations

Adaptavant Technology Solutions Pvt Ltd; Chennai District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Adaptavant Technology Solutions Pvt Ltd is seeking a Manager for Customer Support & Sales Operations who will oversee daily operations, enhance customer experience, and drive revenue growth through various sales motions. This position requires strong leadership and analytical skills, alongside 5+ years of experience in SaaS customer operations.

The ideal candidate excels in high-volume environments and is capable of coaching team members effectively.

Qualifications

• 5+ years of experience in SaaS customer support, sales, customer success, or customer operations.
• 3+ years of experience managing contact center or support operations at a managerial level.
• Strong exposure to data and reporting tools.
• Ability to coach teams on both service quality and value-based selling.
• Willingness to work night shifts aligned with global operations.

Responsibilities

• Manage day-to-day support operations across chat, email, and calls.
• Ensure high-quality customer responses while improving CSAT and resolution time.
• Lead sales efforts to convert free users into paid customers.
• Drive revenue opportunities through upgrades and add-ons.

Skills

SaaS customer support

Customer success management

Team coaching

Data analysis

Strong communication

Tools

Excel

Google Sheets

SQL

BigQuery

Grafana

Job description

We are looking for a Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities.

You will work closely with the Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met.

Key Responsibilities

• Manage day-to-day support operations across chat, email, calls, and other customer channels.
• Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores.
• Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers.
• Drive upgrades, add-on adoption, and revenue opportunities.
• Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership.
• Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes.
• Track team performance using support, sales, revenue, and customer experience metrics.
• Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations.
• Work closely with Product and Marketing teams to improve the customer journey.
• Train, mentor, and performance-manage team members.

Must Have

• 5+ years of experience in SaaS customer support, sales, customer success, or customer operations.
• 3+ years of experience managing contact centre or support operations at a managerial level (not at Lead/Team Lead level).
• Experience managing support performance and sales/revenue outcomes.
• Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure.
• High ownership mindset with strong bias for action and delivery.
• Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery, Grafana, and similar analytics platforms.
• Strong understanding of SaaS subscriptions, free trials, upgrades, churn, retention, and customer growth.
• Ability to coach teams on both service quality and value-based selling.
• Ability to quickly understand processes and ramp up with minimal handholding.
• Experience leveraging AI/tools to improve efficiency, reporting, or workflows.
• Strong communication skills with the ability to drive clarity and alignment.
• Comfortable working with global SMB/Enterprise customers across markets such as the US, UK, Canada, and Australia.
• Willingness to work night shifts aligned to global operations (starting :7 – 9 PM IST).
• Must be based in Chennai and available to work from the office once a week or more as required.

Workspace requirements

• Private office room with the ambience to handle calls with no disturbance during work hours.
• Ready for video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere.
• Good Internet speed (Above 200 MBPS download and upload) with the ability to be wired always (LAN).
• Power backup.