Customer Support Lead

Job Description

Who are we? Kriyadocs is a leading document workflow platform focused on the publishing industry. At Kriyadocs®, we have partnered with prestigious publishing houses across the world for over 19 years and delivered world-class, publication-ready digital & print content by applying cutting-edge technology, streamlined processes, and extensive domain expertise. Technology is at the core of our evolution - we’ve consciously striven to always stay ahead of the curve in its adoption to provide best-in-class capabilities for our clients and our employees. This ethos is reflected in our vision and mission. Our Vision: To make publishing all content as simple as clicking a button and become the partner of choice for individuals and organizations looking to share knowledge. Our Mission: Provide a fantastic experience to authors, content publishers, and our own employees through technology and innovation, by publishing high-quality content seamlessly and quickly. We deliver Happy Authors and Happy Employees. What is it really like to work here? At Kriyadocs, every Kriyator is driven by our culture at the core to • Deliver Excellence - Deliver Delight • Stay Curious - Stay Driven • Dream Big - Rise Together You could also be a Kriyator, if you are • Fearless in taking on challenges • Focused on learning, demonstrating new skills and working towards successful outcomes • Fanatical in taking pride and responsibility in all your work 2 About the Role Why this role matters As Customer Support Lead at Kriyadocs, you will not only manage and coach a team — you will reimagine how support operates. We’re looking for a self-driven leader who can turn support into a proactive, insight-driven function that partners deeply with Product, QA, and Engineering to champion the voice of the customer. We are in transition — from a reactive support model to a customer advocacy engine that sets new standards of quality. If you're curious, obsessed with root causes, and never settle for broken experiences, this is your chance to create lasting impact. What will you be doing? - Lead the Team : Mentor and grow a blended team of experienced and junior support staff; identify skill gaps and build training plans; establish KPIs. - Raise the Bar on Problem Solving : Drive a solutions-first mindset; push back on Engineering and QA; build processes that challenge the status quo. - Proactively Champion the Customer : Collaborate cross-functionally; escalate and document bugs clearly; build a 24/7 support mindset. - Create Systems from Scratch: Establish foundational processes; build documentation frameworks; use scripts to resolve issues. - Be Data-Driven and Insightful : Use metrics to drive improvement; identify patterns; develop dashboards. - Represent Kriyadocs Globally: Communicate effectively with global stakeholders; own rooms virtually and in-person. What are we looking for in you? - 5+ years in customer support or success in a B2B SaaS company. - Strong technical background with scripting experience (XML, XSLT, SQL, JavaScript). - Natural curiosity and deep problem-solving mindset. - Self-starter who can set up systems and processes from scratch. - Exceptional communication skills with experience engaging global audiences. - Comfortable with ambiguity, urgency, and high ownership. - Strong documentation practices and attention to detail. - Data-driven decision-making. - Experience building a 24x7 support culture. Why should you join us? - Impact: Be critical to our growth journey and scalable systems. - Autonomy: Space and support to lead and decide. - Vision: Help transform publishing through technology. - Culture: Rise together, stay curious, and deliver delight. Show more Show less