Manager, CSE (Customer Support)- SAAS

the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership. Play a key role in driving AI adoption and building AI-first capabilities within the support organization to enhance efficiency and customer outcomes. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling. Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence. Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity. Data driven decision making: Leverage data and customer insights to guide decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency. Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc. Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes. Champion the voice of the customer internally and close the loop with actionable feedback. Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution. Drive continuous upskilling through training and career development programs. Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence. Instill a culture of accountability, collaboration, and continuous improvement within the support org. Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.

Requirements 8-10 years of experience in technical support, customer success; 1+ year in managers in a B2B SaaS setup or an Enterprise organization. Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions. Enterprise Customer Experience: Proven experience building and leading support teams for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations. Structured problem solver who breaks down complex challenges into logical, actionable components. Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems. Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations. Demonstrated ability to drive AI adoption and leverage AI tools to improve support efficiency and customer outcomes. Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calmness under pressure and excellence in stakeholder management. Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment. Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes. Willingness to work in rotational shifts to support global customers , ensuring consistent, high-quality coverage. \n \n Our culture & accolades As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome

perks and many opportunities for growth. Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together. Mindtickle is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

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