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About the role
You will be leading and managing the Customer Support team at Kriyadocs, a leading document workflow SaaS platform focused on the publishing industry. Your responsibilities will include: - Conducting regular 1-1s with team members and identifying their training needs. - Seeking a technical support person with troubleshooting and product bug fixing experience. - Coaching the team to enhance customer experience and striving to provide the best support. - Planning and implementing customer support strategy while leading by example in delivering first-class support. - Brainstorming and implementing process improvements to increase efficiency in customer service operations. - Measuring and enhancing customer experience through data-led decisions and tracking KPIs. - Coordinating with CS/Product/Engineering teams to ensure quick resolution of escalated customer support issues. - Leveraging technical support skills, including writing scripts and basic bug fixes, to assist customers effectively. Qualifications we are seeking in you: - 5+ years of Customer Support experience for a B2B SaaS platform company. - Passion for delivering exceptional customer experiences and implementing strategies supported by metrics. - Understanding of operational processes, team building, and reporting structures. - Rapid learning ability and willingness to teach others. - Strong written and verbal communication skills. - Excellent attention to detail and ability to work quickly. - Technical support experience, including scripting and basic bug fixes, is essential. - Knowledge of XML, XSLT, SQL, Javascript, and/or experience in the publishing domain would be advantageous. This is a work-from-office opportunity based in Chennai. If you are driven by delivering excellence, staying curious, and dreaming big, Kriyadocs could be the perfect place for you to work. As a Customer Support Lead, you will play a crucial role in ensuring top-notch support and technical assistance for our customers. If you are a self-starter, good collaborator, and have a bias for action, we would love to connect with you! You will be leading and managing the Customer Support team at Kriyadocs, a leading document workflow SaaS platform focused on the publishing industry. Your responsibilities will include: - Conducting regular 1-1s with team members and identifying their training needs. - Seeking a technical support person with troubleshooting and product bug fixing experience. - Coaching the team to enhance customer experience and striving to provide the best support. - Planning and implementing customer support strategy while leading by example in delivering first-class support. - Brainstorming and implementing process improvements to increase efficiency in customer service operations. - Measuring and enhancing customer experience through data-led decisions and tracking KPIs. - Coordinating with CS/Product/Engineering teams to ensure quick resolution of escalated customer support issues. - Leveraging technical support skills, including writing scripts and basic bug fixes, to assist customers effectively. Qualifications we are seeking in you: - 5+ years of Customer Support experience for a B2B SaaS platform company. - Passion for delivering exceptional customer experiences and implementing strategies supported by metrics. - Understanding of operational processes, team building, and reporting structures. - Rapid learning ability and willingness to teach others. - Strong written and verbal communication skills. - Excellent attention to detail and ability to work quickly. - Technical support experience, including scripting and basic bug fixes, is essential. - Knowledge of XML, XSLT, SQL, Javascript, and/or experience in the publishing domain would be advantageous. This is a work-from-office opportunity based in Chennai. If you are driven by delivering excellence, staying curious, and dreaming big, Kriyadocs could be the perfect place for you to work. As a Customer Support Lead, you will play a crucial role in ensuring top-notch support and technical assistance for our customers. If you are a self-starter, good collaborator, and have a bias for action, we would love to connect with you!