Technical Support Manager

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Technical Support Manager responsible for leading multi-channel support teams (chat, email, and phone), managing escalations, and providing technical leadership to ensure customer success. Drives KPI-based performance, process optimization, and data-driven decision-making to deliver exceptional customer experience.

Experience

14+ years

Job Type

Full time

Location
  • Pune
Date Posted

Jun 10, 2025

Qualifications:

  • At least 14+ years of overall work experience in Technical/Product Support, including minimum 7+ years in managing teams

  • Proven experience in chat, email, and call support, preferably in a SaaS environment

  • Proficiency in working with technology and ticketing tools such as Intercom, Zohodesk and JIRA, etc.

  • Knowledge of mobile computing space (Android, iOS, Windows and MAC devices) Understanding of ,IT Infrastructure of enterprise companies

  • Any prior experience working with mobile device management solutions is an asset

Key Responsibilities:

Technical Support and Escalation Handling:

  • Provide technical expertise and support to ensure the team can handle complex issues

  • Serve as an escalation point for support agents and contribute to customer calls to retain customers

Support Performance & Operations:

  • Drive performance culture with a focus on SLAs and KPIs like Resolution Time, First Response Time,etc.

  • Strategically analyze and optimize support processes to improve efficiency and customer satisfaction

  • Ensuring stable and improving CSAT from customers.

Customer Experience & Product Enhancement:

  • Ensure a world-class customer experience by continuously improving support strategies and methodologies

  • Gather customer inputs and provide customer feedback for product improvements Partner with other teams, chime in on customer calls, and ensure customer retention

  • Represent the support department on cross-organizational teams and deliver on organizational objectives

People Leadership and Team Development:

  • Manage, mentor, and develop a high-performance support team

  • Conduct performance reviews, provide regular feedback, and prepare growth plans for team members

Data Management and Reporting:

  • Maintain data and reports, presenting them to various stakeholders as necessary

  • Draft support documentation and processes as needed

Skills:

  • Strong technical background with expertise in troubleshooting complex software issues and familiarity with support and QA

  • Exceptional written and verbal communication skills

  • Deep understanding of customer needs and dedication to delivering outstanding customer service,ensuring memorable experiences in every interaction

  • Experience in managing technical support teams, driving KPI-driven performance

  • Strong collaboration and teamwork skills, capable of effective cross-functional collaboration

  • Effective escalation management with multiple stakeholders

  • Ability to analyze data and derive actionable insights using analytics tools

About ProMobi Technologies:

ProMobi Technologies is one of the fastest-growing bootstrapped SaaS companies. Our mission is to empower organizations across different verticals to solve real business problems with world-class SaaS products. We are driven by young, passionate, and highly experienced professionals who have a knack for building cutting-edge solutions and delighting our customers. Our product portfolio includes Scalefusion, a Unified Endpoint Management (UEM) solution, NuovoPay, a Device Financing Risk Management (DFRM) platform, and NuovoTeam, a Push-to-talk & team communication platform.

Our Products:

Scalefusion (formerly known as Mobilock Pro)

Scalefusion - our flagship product is a leading mobile device & endpoint management software helping businesses to secure and manage a fleet of mobile devices and diverse endpoints including smartphones, tablets, laptops, rugged devices, POS, and digital signages.

NuovoPay

NuovoPay enables Telecom Carriers, Resellers & Finance companies to protect their leased devices against EMI payment defaults. NuovoPay’s mobile locking technology remotely locks the devices that are leased to the consumers in the event of failure in EMI payments or if the devices are reported stolen. This ensures reduced collection costs and timely EMI payments.

NuovoTeam

NuovoTeam is an all-in-one employee productivity and push to talk(PTT) app that facilitates employee productivity tracking, communication and collaboration across your workforce with its distinctive features

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