Radancy thrives off the success of our customers, and we're looking for a customer-focused, and results-driven Global Customer Support Lead to engage, support, and enable our customers. This individual will be able to deliver high caliber customer service as well as drive forward our strategy and vision. As a Customer Support Team Lead, you will manage a team of high-performing, front-line customer support specialists. You’ll need to have an array of amazing customer service skills and be savvy in a SaaS environment. In this role, you’ll be guiding our Global Customer Support team and our customers along a path to success via dedicated support and engaging resources across the company to help support the adoption and expansion of Radancy’s unified platform.
What does a great Customer Support Team Lead do?
Lead and develop a team of high-performing Customer Support Specialists, providing regular coaching & feedback.
Ensure 24x5 global coverage through close coordination with US and EU-based leaders in a follow-the-sun support model.
Monitor ticket queues to ensure timely response and resolution aligned with internal targets and customer expectations.
Foster a culture of accountability and customer-centricity, maintaining a consistent focus on quality, empathy, and problem ownership.
Collaborate with Product Management, Development, and Engineering to escalate and resolve complex issues, ensuring clear communication and documentation.
Partner with global leadership to identify and implement process improvements, automation opportunities, and deflection strategies.
Support customer enablement initiatives to enhance efficiency and customer self-service.
Drive knowledge sharing and documentation, ensuring internal and customer-facing resources remain accurate and up to date.
Participate in regional hiring, onboarding, and performance reviews for India based Support team members.
Serve as an escalation point for high-impact or enterprise client issues within your region.
Requirements for Consideration
Bachelor’s Degree in Communications, Computer Science, Business, or related field (or equivalent work experience).
4+ years of customer or technical support experience in a SaaS environment.
2+ years leading or mentoring a team in a global or high-volume support environment.
Strong analytical, organizational, and communication skills.
Ability to manage a distributed team and collaborate effectively across time zones.
Basic knowledge of HTML, CSS, JavaScript, XML, and APIs for data integrations.
Familiarity with Zendesk, JIRA, or similar support and customer case management platforms.
Passion for customer support, with a proven ability to turn challenges into learning and process improvements.
Experience withAgile or Scrum methodologiesa plus.
Work Location
- Hybrid Work Model: This is a hybrid position, requiring you to work in the Bengaluru office 3 times per week.
Company Values: At Radancy, we are dedicated to the core values that guide our work and culture:
Innovative Spirit Innovation leads the way. We have a rich history of developing and delivering what’s new and next while valuing every voice on our team. Together, we’re shaping the future and leading the industry forward.
Rewarding Impact Work that matters. We strengthen organizations with transformative software that connects people around the world to meaningful careers. This work makes a difference in people’s lives and inspires our team to advance technology with purpose.
Performance Driven Success drives results. We use data and insights to inform strategy and maximize performance for our customers, all backed by our global teams committed to exceeding expectations with unmatched expertise and support.
Supportive Teams Collaboration is our backbone. We foster an environment that inspires our team members to deliver industry-defining technology. We empower our teams to learn from each other, grow their skills and create positive change in their work and communities.
Radancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive. If you require any accommodations during the application process, please reach out to us at recruiting@radancy.com , and we will work with you to meet your needs.
