Customer Support Lead/Manager

About Us :

XOPS is a high-growth SaaS platform company providing cutting-edge solutions to Fortune 500 companies. We specialize in IT Operations observability, data ops, and automation.

We are looking for a dynamic and experienced Customer Support Lead / Manager to join our growing team and drive automation, process improvement, and superior performance within the customer support organization.

Job Overview :

As the Customer Support Lead / Manager at XOPS, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery.

This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.

Key Responsibilities

Team Leadership : Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.

Customer Engagement : Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.

Jira Service Management : Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.

Hands-On Support : Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.

Reporting & Analytics : Monitor and report on key performance metrics, using data-driven insights to improve support operations.

Customer Satisfaction : Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.

Requirements

Qualifications :

Bachelor’s Degree in a related field (e.g., Computer Science, Information Technology, Business Administration).

5+ years of experience in a customer support role within a SaaS environment, with at least 2 years in a lead or manager position.

Experience with Jira Service Management or similar customer support tools.

Proven experience in leading and developing high-performing teams.

Excellent communication skills, both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.

Customer-focused, with a passion for delivering exceptional service and building strong customer relationships.

Benefits

Competitive salary, benefits, and equity package.

Opportunity to work with a cutting-edge SaaS platform company in a dynamic and fast-paced environment.

Collaborative and innovative team culture.

Professional development and growth opportunities.