Customer Support Team Lead - Enterprise SaaS & Life Sciences

Customer Support Team Lead\nRole Summary\nWe are hiring a Customer Support Team Lead to manage enterprise SaaS product support operations, drive customer satisfaction, and lead L1/L2 support teams. The role involves handling escalations, ensuring SLA adherence, improving support processes, and collaborating with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred.\n\nKey Responsibilities\nManage day-to-day customer support operations\nEnsure timely issue resolution aligned with SLAs\nHandle escalations, incidents, and customer communications\nLead and mentor support engineers and analysts\nMonitor support KPIs including CSAT, MTTR, backlog, and SLA compliance\nCollaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution\nDrive RCA, process improvements, automation, and knowledge management\nSupport onboarding, hypercare, and go-live activities\n\nRequired Skills & Experience\n7–12 years of experience in enterprise application or SaaS support\n2–5 years of team leadership experience\nStrong experience with ticketing tools such as Jira, ServiceNow, Zendesk, or Freshdesk\nUnderstanding of APIs, integrations, cloud platforms, and production support processes\nStrong stakeholder management and customer handling skills\nExperience working with global customers and distributed teams\n\nPreferred\nExperience in Life Sciences / Pharma / Regulatory domain\nKnowledge of RIM, Labeling, Compliance, or Regulatory Operations platforms\nExposure to GxP / CSV environments, DevOps, and monitoring tools\nITIL certification is a plus