A leading SaaS company is looking for an experienced, hands-on leader to head its Customer Care department, including Technical Support, Retention, and Customer Success.
Responsibilities:
-Lead, mentor, and develop a team of 7 Customer Care agents
Provide guidance and support to agents in managing escalations and complex customer cases
-Build, implement, and continuously improve workflows and processes
Own and drive KPIs including service levels, retention, and customer satisfaction
-Analyze data and generate actionable insights to enhance Customer Experience
-Collaborate cross-functionally with Product, Operations, and R D teams
Requirements: - 3+ years of experience managing Customer Support, Retention, or Technical Support teams
-Strong technical orientation and ability to quickly understand systems
-Experience working with SaaS products or technology-driven environments
Ability to thrive under pressure and manage urgent situations effectively
Proven experience handling complex retention conversations and objections
-Strong leadership skills with a balance of assertiveness, empathy, and approachability
-Excellent interpersonal and communication skills
The position is intended for both women and men.
This position is open to all candidates.