Tech Support Manager

Tech Support Manager About Graphy Graphy is a leading Creator SaaS Platform that empowers creators to build and scale their knowledge businesses online. Job Overview We are looking for a passionate Customer Support Manager to lead our support team and ensure exceptional service to our creators. In this role, you'll manage a team of 3-5 support specialists while establishing best practices and processes to continuously improve our customer experience. Key Responsibilities • Lead and manage a team of 3-5 Customer Support Representatives • Monitor team performance and provide coaching, training, and guidance • Establish and implement customer service policies, procedures, and standards • Analyze customer feedback and support metrics to identify areas for improvement • Collaborate with Product and Engineering teams to address customer issues • Handle escalated customer queries and complex support cases • Maintain comprehensive knowledge of Graphy's platform and features • Create and update support documentation and resources • Train and optimize AI support bots for the help center • Set up and maintain automated support workflows Requirements • 4+ years of experience in customer support, with experience in managing teams • Experience working with SaaS products, creator economy, or B2B Marketplaces • Strong problem-solving skills and ability to handle challenging situations • Excellent verbal and written communication skills • Detail-oriented with a focus on process improvement • Ability to analyze data and generate actionable insights • Experience with customer support software and tools • Proficiency in building and training AI chatbots on help center platforms • Experience with Freshdesk bot development and familiarity with Freshworks suite • Knowledge of AI training methodologies for customer support automation Work Schedule • Monday to Saturday: 11:00 AM to 8:00 PM • Work location: Bangalore office (in-office role) What We Offer • Opportunity to work with a fast-growing creator economy platform • Collaborative work environment • Career growth opportunities • Competitive compensation package •Professional development support How to Apply Please submit your resume and a cover letter explaining why you're the perfect fit for this role at Graphy. Show more Show less