What you will do:

- Lead, manage, and mentor a customer support team during the night shift.

- Ensure high-quality customer support across email, chat, and voice channels.

- Act as an escalation point for complex customer issues and ensure timely resolution.

- Monitor team performance, KPIs, SLAs, CSAT, and productivity metrics.

- Develop and improve support processes, workflows, and documentation.

- Collaborate with Product, Engineering, and other internal teams to resolve issues and share customer feedback.

- Ensure adherence to support standards, quality guidelines, and best practices.

- Conduct regular team meetings, performance reviews, and training sessions.

- Drive continuous improvement in customer experience and operational efficiency.

What are you like:

- 8 years of experience in customer support within a B2B SaaS company.

- 3+ years of experience managing or leading a customer support team.

- Excellent written and verbal English communication skills (mandatory).

- Hands-on experience handling customer support via emails, chats, and calls.

- Strong working knowledge of support tools such as HelpScout, Zendesk, and similar platforms.

- Experience with ticket management, escalation handling, and customer satisfaction metrics.

- Ability to work independently and manage teams during the night shift.

About SocialPilot:

SocialPilot empowers over 12,000 agencies and SMBs to manage their social media publishing, analytics, and social engagement while collaborating with their team and clients.

We're a high-growth bootstrapped B2B SaaS company with healthy profitability and a solid runway. SocialPilot is nominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category.

Our impact so far. Helped 12,000+ marketing agencies and SMBs across the globe. 5 billion+ social media posts published. One of the fastest-growing SaaS companies in India as listed by. Inc 42Ranked as a "Leader" consistently by G2, Capterra, SoftwareSuggest, and Trust. RadiusNominated as one of the 5 startups across India for the prestigious Economic Times Startup Awards in the Bootstrap category. Named as the Top 10 Bootstrapped Startups in India. Consistently ranked as a "Great Product" consistently by G2, Capterra, and Trust. RadiusOfficially a Great Place to WorkTM Certified startup. Rated by YOUR STORY as the Number 1 social media scheduling tool.

What We Believe In:

Customer Obsession: We put customers first while making decisions and planning future goalsOwnership: We believe in taking ownership of areas that we're working on. We own up to our - successes and failures. Moving the needle matters more than just busywork. Relentless: When it comes to creation & innovation, we stop at nothing. We might fail at the first attempt, but we rise back fast to try again. Nimbleness: We respond rapidly to changing circumstances and customer needs. Collaboration: Our collaboration efforts extend to our partners and customers along with our internal team. We are stronger together