Senior Support Manager – Customer Success

Location: Coimbatore

Job Type: Full-Time (Work From Home)

Experience: 6 Years

Job Summary

Leadtap Digi Solutions is looking for an experienced and reliable Senior Support Manager Customer Success to lead and manage customer support operations for dynamic web applications. The role involves supporting international clients (mainly UK-based) handling escalations mentoring junior staff and acting as a bridge between customers and the technical team. Candidates must be comfortable working UK hours and UK public holidays.

Key Responsibilities

• Own end-to-end customer support and handle high-priority and complex escalations
  

• Manage support tickets and ensure SLA compliance for response and resolution times
  

• Perform in-depth issue analysis to identify root causes and classify issues correctly
  

• Act as the primary point of contact for key clients and maintain strong client relationships
  

• Guide mentor and review the work of junior support team members
  

• Collaborate closely with developers project managers and product teams
  

• Test and verify fixes before confirming resolution with clients
  

• Create and maintain knowledge base articles support documentation and workflows
  

• Collect client feedback and highlight recurring issues or feature requests
  

• Track support metrics and prepare regular performance reports for management
  

Required Skills

• Hands-on experience with helpdesk tools such as Zendesk Freshdesk Zoho Desk Jira Service Management or Intercom
  

• Strong understanding of WordPress web applications browsers and mobile platforms
  

• Ability to perform minor technical troubleshooting independently
  

• Excellent written and verbal communication skills in English
  

• Strong problem-solving and decision-making abilities
  

• Effective time management and team leadership skills
  

Preferred Qualifications

• Experience working with UK or other international clients
  

• Prior experience in a senior or leadership role within customer support.
  

• Background in SaaS software development or digital agency environments
  

• Familiarity with remote support tools such as AnyDesk or TeamViewer
  

• Basic knowledge of digital marketing concepts (SEO social media) is an added advantage
  

Interested candidates drop your resume to

Requirements

Required Skills

• Hands-on experience with helpdesk tools such as Zendesk Freshdesk Zoho Desk Jira Service Management or Intercom
  

• Strong understanding of WordPress web applications browsers and mobile platforms
  

• Ability to perform minor technical troubleshooting independently
  

• Excellent written and verbal communication skills in English
  

• Strong problem-solving and decision-making abilities
  

• Effective time management and team leadership skills