Manager - Customer Support (Remote - India)

This position is posted by Jobgether on behalf of Sprinto. We are currently looking for a Manager - Customer Support in India.

This role offers the opportunity to lead and shape a high-performing customer support function in a dynamic, fast-scaling SaaS environment. As a key leader, you'll drive customer satisfaction, implement smart support systems, and foster a culture of ownership and accountability across a remote-first global team. If you're energized by building from scratch, optimizing processes through data and automation, and transforming customer support into a strategic advantage, this position is for you. You'll collaborate cross-functionally to drive efficiency and deliver consistently delightful experiences to customers worldwide.

Accountabilities:

• Lead and grow a high-performing, remote-first customer support team with clear goals and a strong culture of ownership.
• Ensure world-class customer service by meeting and exceeding key metrics such as CSAT, SLA, and First Contact Resolution.
• Build scalable, ISO-ready support systems, including structured documentation and process optimization.
• Leverage automation and AI tools (e.g., Intercom bots, macros, workflows) to streamline operations and improve efficiency.
• Analyze support data to drive decision-making, reduce response/resolution time, and improve operational flow.
• Ensure 24/7 support readiness through shift planning and effective global team coordination.
• Collaborate with cross-functional teams such as Product, Engineering, and Customer Success to resolve issues and close feedback loops.
• Champion a culture of continuous improvement through quality assurance reviews, training, and root cause analysis.

Requirements

• Minimum 8 years of experience in customer support, with at least 2 years in a leadership role.
• Demonstrated success in managing and scaling B2B SaaS support teams in a fast-paced environment.
• Strong understanding of support performance metrics such as CSAT, SLA, NPS, and First Contact Resolution.
• Hands-on experience with tools like Intercom, Zendesk, Freshdesk, and AI-powered automation platforms.
• Proven ability to design, build, and optimize support processes from the ground up.
• Strong analytical, communication, and interpersonal skills with the ability to influence across teams.
• Comfortable operating in a remote, high-autonomy, and fast-changing environment.

Benefits

• Remote-first work environment
• 5-day workweek with flexible working hours
• Comprehensive group medical insurance covering parents, spouse, and children
• Group accident coverage
• Company-sponsored work device
• Education reimbursement policy

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

#LI-CL1