Customer Experience Manager
Pune, MaharashtraFull-TimeManagerOther
Key Responsibilities
- Own and resolve customer issues within defined SLAs with minimal escalations
- Collaborate with Product and Engineering to drive faster resolutions
- Diagnose and troubleshoot issues across databases, pipelines, and integrations
- Create and maintain SOPs and knowledge-base articles to scale support quality
- Continuously build expertise in JDBC, data warehouses, and ETL workflows
- Mentor new team members and share best practices across the team
Requirements
- 8–15 years of experience in Technical Support, Customer Engineering, or Customer Success roles
- 3+ years of experience leading and scaling technical support or CX teams in SaaS (Must Have)
- Strong knowledge of cloud technologies, databases, and SQL
- Hands-on experience with JDBC integrations (1+ year preferred)
- Understanding of data warehousing, ETL concepts, REST APIs, and webhooks
- Proficiency in Java or another object-oriented programming language
- Excellent troubleshooting, debugging, and problem-diagnosis skills
- Experience with support operations (email support, escalations, SLAs)
- Ability to create clear technical documentation (KBs/SOPs)
- Strong communication skills, customer-first mindset, and attention to detail
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