Location - Hyderabad, India

Department - Customer Success

Level - Support role 

Working Pattern - Work from office.

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out!

We are seeking an experienced and dynamic Vice President of Customer Support to lead and scale our global customer support operations that cover India. This leadership role will drive customer satisfaction, retention, and operational efficiency for all Ideagen product lines. The VP of Customer Support will be responsible for developing and implementing a strategic vision, optimizing processes, building a world-class support team, and ensuring a seamless customer experience.

Strategic Leadership & Customer-Centric Vision

• Define and execute a customer support strategy that aligns with the company’s mission and growth objectives.
• Establish and monitor customer support metrics (e.g., CSAT, NPS, first-contact resolution, response times) to ensure customer satisfaction and identify areas for improvement.

Team Building & Development

• Implement training, mentoring, and career development programs to foster growth and engagement within the team.

Operational Efficiency & Process Improvement

• Leverage tools, technology, and automation (such as CRM systems, AI-driven support, chatbots) to streamline operations, improve resolution times, and enhance support quality.
• Identify and implement strategies for self-service support, knowledge base optimization, and proactive customer education.

Customer Advocacy & Issue Resolution

• Serve as a customer advocate, ensuring customer feedback and pain points are communicated effectively within the organization.
• Work with the product team to drive improvements based on common support issues, reducing friction and improving product usability.

Data-Driven Insights & Reporting

• Utilize data and analytics to monitor support trends, team performance, and customer satisfaction metrics.
• Provide regular reports to the executive team, highlighting performance, customer insights, and areas for growth.

Education:

Bachelor's degree in business, Computer Science, or related field; master's degree is a plus.

Skills:

• Strong understanding of SaaS products and customer support best practices.
• Proven track record of building and leading high-performing support teams.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities, with experience using support analytics and CRM tools (e.g., Zendesk, Salesforce).
• Ability to think strategically while also managing day-to-day operations effectively.
• Characteristics: Customer-centric, data-driven, proactive, and adaptable to fast-paced environments.
• If you're a strategic and data-driven leader passionate about customer support in the SaaS space, we encourage you to apply and join our team.