Why This Job is Featured on The SaaS Jobs
Customer Support leadership roles in SaaS are increasingly defined by operational rigor and product-adjacent influence, and this position reflects that shift. The remit spans team structure, escalation ownership, and metric-driven delivery, which are core levers for subscription businesses where retention and expansion are tied closely to support outcomes. The scope also signals a mature support function with formal SLAs, tooling, and structured collaboration across Product, Engineering, and Cloud Operations.
From a SaaS career perspective, the role offers durable experience in building scalable support operations rather than simply managing queues. Ownership of KPIs, knowledge management, and process improvement maps directly to how modern SaaS companies reduce cost-to-serve while improving customer experience. Exposure to AI-assisted support tooling and incident and problem management practices adds a contemporary operations layer that translates well across B2B SaaS environments, especially those with technical products and enterprise stakeholders.
This role tends to suit a senior support leader who prefers hands-on troubleshooting alongside people leadership, and who is comfortable turning qualitative feedback into operational changes. It also fits someone who enjoys cross-functional work and can represent support trends in product and engineering discussions. Candidates drawn to structured service management and measurable outcomes will find the mandate aligned with long-term SaaS operations leadership paths.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Job Description
Key Responsibilities:
Team Leadership & Operations:
- Lead and develop the India support team, including hiring, coaching, and performance management
- Establish team structure, processes, and workflows to optimize support delivery
- Foster a customer-centric culture focused on problem resolution and continuous improvement
- Mentor support engineers on troubleshooting methodology, call handling skills, and proactive diagnostic techniques
Customer Support Excellence:
- Ensure timely resolution of customer issues while maintaining high quality standards
- Manage escalations and work directly with customers on critical issues
- Implement and track KPIs, SLAs, and support metrics to drive team performance
- Review customer feedback from surveys and implement action plans to improve satisfaction
- Guide customers toward self-service support options and knowledge base resources
Cross-Functional Collaboration:
- Partner with Product, Engineering, and Cloud Operations teams to resolve complex technical issues
- Work with Customer Success and Sales teams to ensure smooth customer experience
- Provide product feedback and enhancement recommendations based on support trends
- Collaborate on knowledge management and documentation initiatives
Process Improvement:
- Drive continuous improvement in support processes and tools
- Analyze support trends and implement knowledge-centric support practices
- Champion automation and efficiency initiatives within the team
- Ensure compliance with ITIL standards and company support procedures
- Drive adoption of AI-powered support tools to enhance response times, automate routine inquiries, and improve resolution accuracy
Qualifications
Qualifications:
Required:
- Bachelor's degree in business, Finance, Computer Science, or Engineering
- 12-15 years of experience in technical/product support with minimum 5 years in team leadership
- Experience supporting financial software, ERP systems, or SaaS products
- Strong technical background with Windows-based technologies and cloud platforms
- Proficiency with CRM platforms (Salesforce preferred) and support ticketing systems
- Experience with Incident and Problem Management processes
- Excellent communication and stakeholder management skills
- Ability to work flexible hours to support global customers
- Hands-on approach with strong troubleshooting and problem-solving abilities
- Demonstrated experience leveraging AI tools in support operations, with hands-on knowledge of AI-powered platforms (Forethought preferred)
Preferred:
- Experience with financial ERP systems (NetSuite, Oracle ERP Cloud, SAP S/4HANA)
- Knowledge of Disclosure Management, Planning, or Consolidation products
- Familiarity with BI tools and analytics platforms
- ITIL Foundation certification or equivalent
- Experience building knowledge bases and self-service support programs
- Background in the CFO office technology space
- Strong understanding of AI applications in customer support, including chatbots, predictive analytics, sentiment analysis, and automated case routing
- Experience implementing AI-driven knowledge management and self-service solutions
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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