Customer Support Manager (SaaS Accounting)
Customer Support Manager
Location: Gachibowli, Hyderabad
About Kitaabh
Kitaabh is redefining accounting software with a fast, keyboard-driven platform designed for Indian SMEs. With features that include customizable dashboards, seamless GST and TDS integration, and comprehensive reporting, Kitaabh provides entrepreneurs, accountants, and auditors with instant insights and easy data access. As a Customer Support Manager, you’ll be at the forefront of delivering a delightful, reliable support experience, ensuring our customers get the most out of Kitaabh.
Role Overview
We are looking for an experienced and customer-focused Customer Support Manager to lead our support team, manage escalations, and help create a top-notch experience for our users. You’ll play a vital role in building customer trust, fostering positive relationships, and ensuring that customer issues are resolved quickly and effectively. As the Customer Support Manager, you will also gather insights from customer interactions to drive improvements in our product and support process.
Key Responsibilities
• Lead and Manage Support Team: Recruit, train, and mentor a team of customer support agents. Set clear goals, conduct regular performance reviews, and provide ongoing training to enhance their skills.
• Customer Interaction and Escalation Management: Act as the point of contact for complex customer issues, ensuring timely and effective resolution.
• Process Improvement: Develop and optimize support processes and workflows to enhance efficiency and customer satisfaction.
• Product Expertise: Become a subject matter expert on Kitaabh, providing guidance on accounting and compliance functionalities (GST, TDS, etc.) and helping customers navigate the platform.
• Customer Insights and Feedback: Analyze customer interactions to identify common issues, pain points, and potential improvements. Communicate these insights to the Product and Engineering teams.
• Reporting and KPIs: Track and report on key support metrics (response times, resolution rates, customer satisfaction scores), using data to improve overall support performance.
• Knowledge Base Management: Oversee the creation and maintenance of support documentation, FAQs, and other resources to empower customers with self-service options.
Qualifications
• Experience: 5+ years of experience in customer support, with at least 2 years in a management or supervisory role, ideally within a SaaS or tech-driven company.
• Customer-Centric Approach: Passionate about delivering a great customer experience, with a focus on empathy, patience, and clear communication.
• Accounting Knowledge: Experience or familiarity with accounting software and knowledge of GST, TDS, or other statutory compliance in India is a strong plus.
• Leadership Skills: Proven ability to lead, motivate, and develop a team, with strong problem-solving skills and a proactive attitude.
• Data-Driven: Comfortable using support software and analytics tools to track performance metrics and identify improvement opportunities.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Technical Proficiency: Proficient with support software, CRMs, and project management tools. Knowledge of keyboard-driven platforms is a plus.
• Flexibility: Willingness to adapt and be available for urgent customer support issues as they arise.
Subodh Popalwar
Software Engineer, Memorres
About KITAAB TECHNOLOGIES PRIVATE LIMITED
Kitaabh is a tech-driven platform that brings modern speed and efficiency to the world of accounting, using a keyboard-first interface that feels like a powerful coding environment. We leverage advanced algorithms to handle complex processes like GST, TDS, and compliance, transforming them into seamless workflows. Think of it as the next-gen, developer-friendly approach to financial management, designed to handle data as fast as you do
Go Programming (Golang)
We craft delightful accounting experiences
Launching India's fastest and most delightful accounting platform
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Follow CutshortSubodh Popalwar
Software Engineer, Memorres