Manager – Customer Support & Sales Operations

We are looking for a Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities.

You will work closely with the Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met.

Key Responsibilities

• Manage day-to-day support operations across chat, email, calls, and other customer channels.

• Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores.

• Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers.

• Drive upgrades, add-on adoption, and revenue opportunities

• 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 customer issues, product friction, churn risks, and revenue opportunities from customer conversations.

• Work closely with Product and Marketing teams to improve the customer journey.

• Train, mentor, and performance-manage team members.

Requirements

Must Have

• 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 at Lead/Team Lead level).

• Experience managing support performance and sales/revenue outcomes.

• Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure.

• High ownership mindset with strong bias for action and delivery.

• 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. Video calls are an integral part of maintaining the human connection while working from Anywhere.

• Good Internet speed (Above 200 MBPS download and upload) with the ability to be wired always (LAN).

• Power backup.