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Urgent! Team Lead - Customer Support (SaaS or Application Support) Job Opening In Chennai – Now Hiring ManageArtworks

Team Lead Customer Support (SaaS or Application Support)



Job description

About company
ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) powers 5000+ leading Global and Indian brands by effectively managing every step of their packaging and artwork process.

These companies reach markets faster with our end-end packaging & artwork management system while achieving 100% compliance.
Role & responsibilities
- Own end-to-end customer support for our V7 SaaS product, ensuring timely resolution of queries and issues.
- Define, document, and continuously improve support processes, including ticketing, escalation, and resolution workflows.
- Act as the primary point of contact for strategic customers, maintaining strong relationships and proactively addressing concerns.
- Collaborate with Engineering teams to provide feedback from customers and help prioritize product enhancements.
- Track, analyze, and report on support metrics (response time, resolution time, CSAT, etc.) to drive continuous improvement.
- Develop knowledge base articles, FAQs, and other self-service resources for customers.
- Train internal teams and new hires on product functionality and support processes.
- Build and manage a high-performing support team (if required in the future).
Preferred candidate profile
- 5+ years of experience in customer support or customer success, preferably in SaaS or B2B software.
- Proven experience in defining support processes and workflows.
- Strong relationship management skills; able to handle strategic and high-value customers.
- Excellent communication and interpersonal skills.
- Analytical mindset to monitor metrics and identify areas for improvement.
- Hands-on familiarity with support tools (Zendesk, Freshdesk, Jira Service Desk, or equivalent).
- Experience working closely with Product and Engineering teams is a plus.


Required Skill Profession

Computer Occupations



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