About Mojro:

At Mojro, we dont just optimize logistics - we reimagine it. We are a deep-tech logistics optimization company helping some of the worlds largest FMCG, Pharma, Paints, CEP, and Retail enterprises simplify complex logistics challenges. From reducing transportation costs to boosting service levels, Mojro delivers intelligent, automated, and scalable solutions that transform the way businesses move goods. Trusted by global leaders, our platform powers smarter decision-making, faster execution, and sustainable supply chains. If youre excited about solving high-impact problems with cutting-edge technology, Mojro is where youll find your next big challenge.

Key Responsibilities:

1. Build Support Function for Scale

- Clearly establish the global support structure, standards, and escalation pathways (L1 L2 L3)

- Set up SLAs, processes, documentation, and governance frameworks.

- Hire, mentor, and manage Support Analysts as the team scales across SEA, Middle East, EU, and US time zones.

- Implement shift schedules and handover processes for smooth 247 coverage.

2. Technical Troubleshooting & Escalation Management

- Individually own both L1 and L2 technical support until the team scales.

- Diagnose platform and functionality issues across modules such as Orders, Planning, Execution, Settings, Notifications, and Webhooks.

- Conduct L1 investigations by validating workflows, reproducing issues, interpreting logs (tool-agnostic), and reviewing JSON responses.

- Perform L2-level troubleshooting, including basic SQL queries, deeper log and data analysis, and API validation or updates using Postman.

- Prepare clean, complete, and reproducible escalations to L3 only for issues requiring engineering-level/code-level intervention.

- Work closely with Product & Engineering to ensure timely closure of high-severity and high-impact issues.

3. SOPs, Process Design & Cross-Functional Enablement

a. You will play a critical role in ensuring Implementation Managers and the Customer Success team function smoothly.

b. Create Standard Operating Procedures (SOPs) for:

- Ticket triaging

- Severity classification

- RCA documentation

- Communication templates

- Deployment & release communication

- Customer onboarding support

- Data/integration validation steps

c. Implement strong repeatable processes that improve speed, accuracy, and customer experience.

Build internal knowledge systems that align Support, Implementation, and CS teams.

d.Define clear rules for:

- When Implementation Support Engineering handovers happen

- Who owns what (RACI clarity)

- How SLAs are calculated and escalated

4. Internal Training & Readiness Programs

a. Create training modules and onboarding guides for:

- New Support Analysts

- Implementation Managers

- Customer Success Managers

b. Build an internal Support Academy with:

- Troubleshooting guides

- API basics

- Product training

- Ticket handling frameworks

- Common issues & solutions

- Checklists for onboarding support

c. Conduct periodic training sessions for CS, Implementation, and other customer-facing teams on new features and best practices.

5. Knowledge Base

Own the Freshdesk Knowledge Base (internal + customer-facing).

Ensure documentation reflects product updates, new workflows, and common troubleshooting steps.

Eventually create and manage DAP flows, help videos, and in-product instructions as the company scales.

6. Metrics, Insights & Continuous Improvement

a. Own and deliver support KPIs:

- SLA adherence

- CSAT

- Ticket aging

- First Response Time

- First Contact Resolution

b. Identify recurring issues and raise proactive product improvement opportunities.

c. Work with Product, Engineering, and CS to reduce avoidable tickets.

Qualifications:

- 5 to 7 years of experience in Technical Support or Customer Support Operations at a SaaS company.

- Experience in a Team Lead/Manager/Founding Support role preferred.

- Hands-on experience with:

- Freshdesk (or similar ticketing systems)

- Postman (API testing, validating requests/responses)

- Reading and interpreting logs (tool-agnostic)

- Understanding JSON structures and error responses

- Basic SQL (preferred for L2 troubleshooting)

- Strong process design and documentation skills.

- Excellent communication, stakeholder management, and escalation handling capabilities.

- Ability to work across global time zones.

Soft Skills:

- Ownership and leadership mindset

- Strong analytical and problem-solving abilities

- Calm during escalations and incidents

- High attention to detail

- Structured in communication and documentation

Education:

- Bachelors degree required ideally in Engineering, Computer Science, Information Technology, or a related technical field with strong SaaS technical support experience (API testing, debugging, Freshdesk, monitoring tools).

- Additional certifications (ITIL, Customer Support Ops, API fundamentals, SQL basics) are a plus but not mandatory.

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