Manager – Customer Support & Sales Operations

We are looking for a Manager – Customer Support & Sales Operations who can lead both customer support and revenue-focused sales operations. This role is ideal for someone who can manage daily support performance, improve customer experience, coach teams, and drive revenue through trial conversions, upgrades, add-ons, and customer growth opportunities. You will work closely with the Head – Customer Experience and Operations to drive execution, align on priorities, and ensure consistent delivery across support operations. You will be expected to understand processes quickly, take control of day-to-day operations, and build strong alignment with the leadership layer to ensure delivery standards are consistently met. Key Responsibilities Manage day-to-day support operations across chat, email, calls, and other customer channels. Ensure fast, accurate, and high-quality customer responses while improving CSAT, resolution time, response time, backlog, and QA scores. Lead sales motions focused on converting free users, trial users, and existing customers into paid or higher-value customers. Drive upgrades, add-on adoption, and revenue opportunities Coach team members on customer communication, product knowledge, consultative selling, objection handling, and ownership. Build and improve support playbooks, sales scripts, escalation flows, macros, help content, and internal processes. Track team performance using support, sales, revenue, and customer experience metrics. Identify recurring customer issues, product friction, churn risks, and revenue opportunities from customer conversations. Work closely with Product and Marketing teams to improve the customer journey. Train, mentor, and performance-manage team members. Must Have 5+ years of experience in SaaS customer support, sales, customer success, or customer operations. 3+ years of experience managing contact centre or support operations at a managerial level (not at Lead/Team Lead level). Experience managing support performance and sales/revenue outcomes. Demonstrated ability to manage high-volume support environments with a strong focus on resolution and closure. High ownership mindset with strong bias for action and delivery. Strong exposure to data and reporting tools such as Excel, Google Sheets, SQL, BigQuery, Grafana, and similar analytics platforms. Strong understanding of SaaS subscriptions, free trials, upgrades, churn, retention, and customer growth. Ability to coach teams on both service quality and value-based selling. Ability to quickly understand processes and ramp up with minimal handholding. Experience leveraging AI/tools to improve efficiency, reporting, or workflows. Strong communication skills with the ability to drive clarity and alignment. Comfortable working with global SMB/Enterprise customers across markets such as the US, UK, Canada, and Australia. Willingness to work night shifts aligned to global operations (starting ~7 – 9 PM IST). Must be based in Chennai and available to work from the office once a week or more as required. Workspace requirements Private office room with the ambience to handle calls with no disturbance during work hours Ready for video calls at all times. Video calls are an integral part of maintaining the human connection while working from Anywhere. Good Internet speed (Above 200 MBPS download and upload) with the ability to be wired always (LAN). Power backup.