Manager - Customer Support - SaaS

Customer Support Manager.

Job Type: Pune, Hybrid.

Location: US EST Timezone (6:30PM 2:30 AM IST).

Company: Neufin.

- Experience Required: 3+ years in SaaS customer support management.

- Hiring Timeline: Immediate.

About the Company:.

InCommon is hiring for Neufin, a company that creates cutting-edge technology solutions to accelerate the Renewable Energy transition for mid-market Commercial and Industrial businesses.

Why Join Neufin?.

At Neufin, we are building innovative SaaS solutions that help businesses transition to clean energy efficiently.

Our remote-first team is passionate about sustainability, technology, and delivering exceptional customer experiences.

We're looking for a Customer Support Manager who is data-driven, proactive, and eager to enhance our customer success operations.

Principal Responsibilities:.

- Lead and manage the customer support team, ensuring KPIs are met.

- Optimize response times and maintain a high NPS score.

- Use analytics tools to track and improve support performance.

- Manage customer escalations and resolve issues efficiently.

- Maintain and improve the knowledge base for self-service support.

- Identify upsell/expansion opportunities within the customer base.

- Develop and execute customer support playbooks and processes.

- Collaborate with product teams to provide feedback and enhance customer experience.

Requirements:.

- 3+ years of experience leading a SaaS customer support team.

- 2+ years of experience as a technical support agent with strong technical skills.

- Understanding of databases, APIs, and data flows (critical for Neufin's data-heavy platform).

- Proficiency in customer support tools like Zendesk, Freshdesk, or HubSpot ServiceHub.

- Strong problem-solving, critical thinking, and communication skills.

- Ability to work independently and as part of a remote-first team.

You're Excited By:.

Learning new things and growing your skills.

Working in a dynamic and fast-paced team.

An egoless work environment where the best ideas win.

Making a direct impact on customers and the renewable energy sector.

What We Offer:.

A collaborative, remote-first culture (remote since 2013).

Opportunities for growth and career advancement.

A chance to drive meaningful impact in renewable energy.

A team that values continuous improvement and innovation.