Karomi - Team Lead - Tech Support

About the Role: Lead end-to-end customer support for Karomis V7 SaaS product, owning processes, escalations, and customer relationships while partnering closely with Product & Engineering.

Key Responsibilities:

- Own end-to-end customer support for the V7 SaaS product; ensure timely resolution of customer queries/issues.

- Define, document, and continuously improve support processes (ticketing, escalation, and resolution workflows).

- Act as the primary point of contact for strategic/high-value customers; maintain strong relationships and proactively address concerns.

- Collaborate with Engineering to relay customer feedback and help prioritize product enhancements.

- Track, analyze, and report support metrics (e.g., first response time, resolution time, CSAT) to drive continuous improvement.

- Create and maintain customer-facing self-service resources (KB articles, FAQs, how-tos).

- Train internal teams/new hires on product functionality and support processes.

- Build and manage a high-performing support team (as the function scales).

Preferred Candidate Profile:

- 5+ years in Customer Support/Customer Success, preferably in SaaS/B2B software.

- Proven experience setting up/optimizing support processes & workflows.

- Strong stakeholder & relationship management; adept with strategic/enterprise customers.

- Excellent written & verbal communication; strong interpersonal skills.

- Analytical mindset with comfort using metrics to identify gaps and drive improvements.

- Hands-on with support tools: Zendesk, Freshdesk, Jira Service Desk (or equivalents).

- Exposure to working closely with Product & Engineering teams is a plus.