Manager / Sr. Manager, Customer Support

About the Opportunity

Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses succeed, improve their lives, and create more efficient businesses. We automate accounting so business owners and their accountants can spend more time growing and less time dealing with operational hassles. Our SaaS platform automates accounting needs for thousands of online businesses (e-commerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities trying to survive in an ever-changing digital world, join us!

About the Role

As the Manager, Customer Support at Webgility, you will lead, mentor, and grow our team of Customer Support Specialists.

We are looking for a seasoned Customer Support Leader who brings deep SaaS expertise, strong people leadership, and a passion for customer excellence. This is a mission-critical leadership role that shapes how our customers experience our product, our teams, and our brand.

The ideal candidate is someone who has scaled support teams, built resilient processes, handled enterprise escalations, and driven transformation using technology and AI-enabled tools. This is a high-visibility, leadership role requiring close collaboration with Product, Engineering, Implementations, Customer Success, and Sales.

Why Work for Us

Our fast-paced group thrives on innovation and collaboration that drives customer impact. Webgility prides itself on empowering people, helping them learn, and offering tools for professional growth. Want to join a diverse group of thinkers and collaborators in a contagiously fun culture?

In This Role, You Will

• Manage a high-performing team of Support Specialists, fostering a culture of technical excellence and empathy.
  

• Build and refine support playbooks, workflows, and documentation to improve resolution times and customer satisfaction.
  

• Act as the primary point of contact for complex technical escalations, coordinating between the customer and Engineering/Product teams.
  

• Implement and manage support technologies (Ticketing systems, Help Centers, AI bots) to enhance team efficacy.
  

• Use data to track KPIs (CSAT, FRT, Resolution Time) and identify systemic product issues to report back to the Product team.
  

• Partner with Sales, Success, and Engineering to ensure a seamless end-to-end customer journey.
  
  
  
  

Requirements

What You Bring to the Table

• You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
  

• You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
  

• You have a deep understanding of B2B/ Ecom customer needs and have a history of ensuring outstanding support experiences.
  

• You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team.
  

• You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
  

• Deep understanding of B2B customer needs and a history of maintaining high CSAT/NPS scores.
  

• You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
  

• Expert knowledge of Support KPIs and tools (e.g., Hubspot, Zendesk, Salesforce Service Cloud, Intercom, or Jira).
  
  
  
  

Benefits

Top benefits or perks:

As a team member at Webgility, you’ll enjoy:

• Work-Life Integration: We fully support Remote Working, paid time off, and parental leaves to allow our employees flexibility in an ever-evolving work culture
  

• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
  

• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room, and a well-equipped fitness center
  

• Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services.
  

• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
  

• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
  

• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, a transparent feedback mechanism, and leadership visibility are our success pillars
  

Location:

This position is 100% remote in India, and a reliable internet connection is necessary to complete job duties. This position will require working a full night shift. Indore Office visit every quarter.