Job Title

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: