Technical Support Manager

Cendyn; Gurugram District; Hybrid; INR 2,800,000 - 4,000,000; Full time

Job summary

Cendyn, a leading hospitality technology SaaS provider, seeks an experienced Technical Support Manager to lead a global team and scale support operations. This role emphasizes exceptional customer experiences, cross-functional collaboration, and applying AI to improve quality and efficiency.

You will mentor engineers, drive metrics like CSAT and SLA, and partner with Engineering, Product, and Customer Success to address escalations while maintaining a high-touch customer experience in a hybrid

Qualifications

• 5+ years in technical support with 2+ years in direct people management.
• Strong background in B2B SaaS, preferably hospitality tech (PMS/POS/guest systems).
• Proficiency with REST APIs, webhooks, querying databases, and integrations.
• Experience with Zendesk, Salesforce Service Cloud, Jira or similar tools.
• Hands-on or strategic understanding of applying AI in support workflows.

Responsibilities

• Lead, coach, and scale a team of Technical Support Engineers across channels.
• Monitor CSAT, Time to First Response, MTTR, and SLA compliance; drive performance reviews.
• Collaborate with Engineering, Product Management, and Customer Success on escalations and feedback.
• Evaluate and champion AI-driven tools, improve self-service, and balance automation with high-touch support.

Skills

People management

Team leadership

B2B SaaS

Hospitality tech

AI in support

Cross-functional

Customer focus

Performance coaching

Tools

Zendesk

Salesforce Service Cloud

Jira

Job description

Job Summary

We are seeking an experienced Technical Support Manager to lead, mentor, and scale B2B SaaS support operations. This role is accountable for delivering exceptional customer experiences, building a high-performing technical support team, and driving cross-functional collaboration to resolve complex customer issues. The ideal candidate has a proven background in B2B SaaS, preferably within hospitality technology, strong people leadership skills, and a practical understanding of how modern AI tools can improve support quality, efficiency, and scalability.

Job Responsibilities

People Leadership & Support Operations

• Lead, coach, and scale a team of Technical Support Engineers delivering support across global communication channels, including chat, email, and phone.
• Establish, monitor, and improve key support metrics, including CSAT, Time to First Response, Mean Time to Resolution, and SLA compliance.
• Drive individual and team performance through regular one-on-ones, skill assessments, performance reviews, and career development planning.
• Promote clear ownership, accountability, urgency, and consistency in customer-facing support execution.

Cross-Departmental Collaboration

• Serve as the primary operational liaison between Technical Support, Engineering, Product Management, and Customer Success.
• Establish feedback loops that convert support ticket trends, recurring defects, and customer pain points into actionable insights for Product and Engineering teams.
• Partner with Customer Success to manage critical account escalations, protect high-value customer relationships, and improve retention outcomes.
• Ensure escalations are clearly documented, prioritized, and resolved with appropriate urgency and follow-through.

AI & Process Optimization

• Evaluate, integrate, and champion AI-driven tools such as auto-triage, generative AI response drafting, automated ticket routing, and predictive analytics.
• Improve self-service capabilities by strengthening knowledge base quality, AI-powered search, and support documentation workflows.
• Balance automation with a high-touch customer experience, ensuring efficiency gains do not reduce customer trust or issue ownership.
• Continuously identify workflow gaps, manual bottlenecks, and opportunities to improve support scale without sacrificing quality.

Job Requirements

• Experience - Seeking a candidate with experience of 5+ years in technical support, including at least 2 years in direct people management leading technical teams.
• Domain Expertise - Strong background in B2B SaaS models. Hospitality technology experience, including PMS, POS, or guest management systems, is highly preferred.
• Technical Skills - Familiarity with REST APIs, webhooks, database querying, system integrations, and enterprise support tools such as Zendesk, Salesforce Service Cloud, and Jira.
• AI Exposure - Hands-on experience or demonstrated strategic understanding of incorporating AI tools into modern technical support workflows.
• Leadership - Proven ability to mentor staff, manage high-pressure client escalations, and build a collaborative, accountability-driven team culture.

Success Profile

The successful candidate will combine technical fluency, disciplined operational management, and strong people leadership. They should be comfortable operating in a fast-moving B2B SaaS environment, translating customer issues into business and product insights, and using AI-enabled tools to improve support speed, consistency, and scalability.

Work Schedule:

This position requires working in 24/7 rotational shifts, including evenings, late nights, and weekends. The role will be working in a hybrid work mode, with a minimum of two days required in the office each week, based in Hyderabad or Gurugram.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.