Manager – Customer Support & Sales Operations
Hybrid · Chennai, Tamil Nadu, India
Job Summary
Manager – Customer Support & Sales Operations responsible for leading both customer support and revenue-focused sales operations. Manage day-to-day support across chat, email, calls; ensure fast, accurate responses and improved CSAT, resolution time, backlog, and QA scores. Lead sales motions to convert free/trial users and existing customers into paid or higher-value customers; drive upgrades and add-ons. 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 issues, product friction, churn risks, and revenue opportunities from customer conversations. Collaborate with Product and Marketing to improve the customer journey. Train, mentor, and performance-manage team members. Requires 5+ years SaaS experience and 3+ years managerial experience in support operations; strong data/reporting skills; experience with AI/tools; comfortable with night shifts and Chennai-based, with weekly in-office presence.
Required Qualifications
- 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 Lead/Team Lead)
- Experience managing support performance and sales/revenue outcomes
- Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure
- 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; Good Internet speed (Above 200 MBPS) with wired LAN; Power backup
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