Product Support Lead

Role Summary

We are looking for a highly driven and customer-focused Customer Support Team Lead to lead the support operations for Freya Fusion. The ideal candidate will manage customer support teams, ensure high-quality issue resolution, drive customer satisfaction, improve support processes, and collaborate closely with Product, Engineering, QA, DevOps, and Customer Success teams.

This role requires strong leadership, SaaS product support experience, stakeholder management, and operational excellence mindset, preferably within Life Sciences or enterprise platforms

Key Responsibilities

Customer Support Operations

• Lead and manage day-to-day Freya Fusion support operations
• Ensure timely resolution of customer issues based on SLAs
• Monitor ticket queues, escalations, incident management, and support metrics
• Drive customer satisfaction and service excellence
• Own L1/L2 support governance and escalation management Team Leadership
• Mentor and guide support engineers and analysts
• Conduct regular performance reviews and coaching sessions
• Build a customer-first support culture
• Plan resource allocation and shift management for global support coverage Incident & Problem Management
• Lead critical incident handling and customer communication
• Coordinate with Product Engineering, DevOps, QA, and Infrastructure teams
• Drive RCA (Root Cause Analysis) and preventive action tracking
• Ensure production stability and operational continuity Process & Continuous Improvement
• Improve support workflows, SOPs, knowledge base, and playbooks
• Define and track KPIs such as SLA adherence, MTTR, CSAT, backlog, and resolution efficiency
• Drive automation opportunities within support operations
• Participate in release readiness and change management processes Customer & Stakeholder Management
• Act as a primary escalation point for strategic customers
• Conduct periodic customer review meetings
• Collaborate with Customer Success and Account teams
• Support onboarding, hypercare, and go-live activities Product & Domain Collaboration
• Provide product feedback and customer insights to Product teams
• Understand Regulatory Affairs and Life Sciences workflows
• Support customers across RIM, Labeling, Submission, Compliance, and connected modules

Required Skills & Qualifications Experience

• 7–12 years of experience in enterprise application/product support
• 2–5 years of experience leading support teams
• Experience supporting SaaS platforms or enterprise applications

• Experience with AI-enabled support operations

• Experience working with global customers and distributed teams Technical Skills
• Understanding of SaaS application architecture
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or Freshdesk
• Knowledge of APIs, integrations, databases, and cloud platforms
• Understanding of incident management and production support processes
• Exposure to DevOps and monitoring tools is preferred Domain Knowledge (Preferred)
• Experience in Life Sciences / Pharma / Regulatory domain
• Understanding of RIM, Labeling, Regulatory Operations, or Compliance systems
• Knowledge of GxP / CSV environments is a plus Leadership Skills
• Strong stakeholder communication
• Customer escalation handling
• Analytical and problem-solving mindset
• Process-oriented and execution-driven
• Ability to manage high-pressure customer situations Key KPIs
• SLA Compliance • Customer Satisfaction (CSAT)
• Mean Time to Resolution (MTTR)
• Ticket Backlog Reduction
• Escalation Closure Efficiency
• Support Process Automation
• Knowledge Base Effectiveness
• Release Readiness Quality

Nice to Have

• ITIL certification
• Experience supporting multi-tenant SaaS platforms
• Exposure to regulatory technology platforms