Customer Support Manager (SaaS)

Technupur is a leading IT consulting and services company, and Global365, our sister company, specializes in SaaS-based bookkeeping and financial solutions. As we continue to grow, we are looking for a Customer Support Manager to lead and enhance our technical support and customer service for G365. This role is ideal for an experienced professional who excels in managing SaaS support teams, improving customer satisfaction, and ensuring high-quality service delivery.

Responsibilities:

Team Leadership & Development

Lead, mentor, and manage the customer support team to ensure a high standard of service. 
Develop and implement support policies, SLAs, and workflows for efficiency. 
Train and upskill team members in technical troubleshooting, product knowledge, and customer handling. 
Foster a collaborative and positive team culture. 
Customer Service & Technical Support

Oversee customer issue resolution, ensuring timely responses and effective solutions. 
Handle escalated customer cases and ensure customer satisfaction. 
Develop and maintain a comprehensive knowledge base, FAQs, and training materials. 
Implement customer feedback loops for continuous improvement.
Technical Proficiency & IT Service Knowledge

Maintain in-depth knowledge of G365’s SaaS products and IT service offerings. 
Guide the team on troubleshooting software issues, API integrations, and cloud-based applications. 
Work with the engineering team to report and resolve software bugs efficiently. 
Ensure compliance with data security and SaaS industry best practices.
Project & Helpdesk Management

Oversee and optimize the ticketing/helpdesk system (e.g., Zendesk, Freshdesk, Jira Service Desk). 
Lead initiatives to implement automation and self-service support options. 
Manage multiple projects related to support system improvements, training programs, and team expansion. 
Performance Monitoring & Process Improvement

Track and analyze support metrics (response times, ticket resolution rates, customer satisfaction scores). 
Implement strategies to improve support quality and operational efficiency. 
Conduct regular performance reviews for the support team. 
Stay updated on best practices in SaaS support and IT service management (ITSM). 
Collaboration & Communication

Work closely with product, development, and sales teams to align support with company goals. 
Provide regular reports to leadership on support performance and customer insights. 
Ensure clear and consistent communication within the team and with customers. 
Requirements:

Bachelor's degree in computer science, software engineering, or a related field.  
5+ years of experience in customer or technical support management, preferably in a SaaS or IT services environment. 
Proven leadership experience in managing and scaling support teams. 
Hands-on experience with ticketing/helpdesk platforms (e.g., Zendesk, Freshdesk, Jira Service Desk). 
Familiarity with SaaS troubleshooting, cloud applications, APIs, and integrations. 
Knowledge of ITSM best practices, system monitoring, and debugging tools. 
Ability to provide technical guidance on bookkeeping, payroll, and loan management software. 
Strong problem-solving and analytical skills. 
Excellent communication in English and Urdu. 
Ability to manage high-pressure situations and escalations effectively. 
(Preferred but Not Mandatory):

ITIL Foundation Certification (for IT service management). 
Customer Support Leadership Certifications (e.g., HDI Support Center Manager). 
Project Management (PMP, Agile, or Scrum) certifications are a plus. 
Benefits:

Competitive salary and performance-based increments 
Flexible work hours and remote work options 
Professional development and training opportunities 
 

Job Skills
Client Relationship DE Bugging Technical Service Delivery Troubleshooting Skills Zendesk Handling Collaborative Leadership Customer Support Customer Service Solutions Service-level Agreements SaaS Bookkeeping Knowledge Software Projects Management
Job Details
Industry:
Information Technology
Functional Area:
Client Services & Customer Support
Total Positions:
1 Post
Job Shift:
Hybrid Work Model
Job Type:
Full Time/Permanent
Job Location:
Faisalabad, Islamabad, Karachi, Lahore, Pakistan
Gender
No Preference
Minimum Education
Bachelor
Career Level
Experienced Professional
Minimum Experience
5 Years
Apply Before:
Mar 26, 2025
Posting Date:
Feb 26, 2025