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Manager - Customer Support (Remote - India) at Jobgether. This position is posted by Jobgether on behalf of Sprinto. We are currently looking for a . Manager - Customer Support. in . India. .. This role offers the opportunity to lead and shape a high-performing customer support function in a dynamic, fast-scaling SaaS environment. As a key leader, you'll drive customer satisfaction, implement smart support systems, and foster a culture of ownership and accountability across a remote-first global team. If you're energized by building from scratch, optimizing processes through data and automation, and transforming customer support into a strategic advantage, this position is for you. You'll collaborate cross-functionally to drive efficiency and deliver consistently delightful experiences to customers worldwide.. . Accountabilities:. . Lead and grow a high-performing, remote-first customer support team with clear goals and a strong culture of ownership.. . Ensure world-class customer service by meeting and exceeding key metrics such as CSAT, SLA, and First Contact Resolution.. . Build scalable, ISO-ready support systems, including structured documentation and process optimization.. . Leverage automation and AI tools (e.g., Intercom bots, macros, workflows) to streamline operations and improve efficiency.. . Analyze support data to drive decision-making, reduce response/resolution time, and improve operational flow.. . Ensure 24/7 support readiness through shift planning and effective global team coordination.. . Collaborate with cross-functional teams such as Product, Engineering, and Customer Success to resolve issues and close feedback loops.. . Champion a culture of continuous improvement through quality assurance reviews, training, and root cause analysis.. . . Minimum 8 years of experience in customer support, with at least 2 years in a leadership role.. . Demonstrated success in managing and scaling B2B SaaS support teams in a fast-paced environment.. . Strong understanding of support performance metrics such as CSAT, SLA, NPS, and First Contact Resolution.. . Hands-on experience with tools like Intercom, Zendesk, Freshdesk, and AI-powered automation platforms.. . Proven ability to design, build, and optimize support processes from the ground up.. . Strong analytical, communication, and interpersonal skills with the ability to influence across teams.. . Comfortable operating in a remote, high-autonomy, and fast-changing environment.. . Company Location: India.