🚨 We’re Hiring: Customer Support Manager (Remote – Based in India)

🌍 Remote | 🕒 Aligned with UAE Time Zone | 💼 Support & Operations

Hi LinkedIn 👋 Supy is transforming how restaurants manage their inventory, procurement, and operations through real-time data and smart automation.

We are a data-driven inventory and procurement platform built for multi-branch and enterprise restaurants. We help some of the region’s leading F&B brands streamline their operations, reduce food costs, and gain full visibility into their supply chain — all in one centralized platform.

We're looking for a Customer Support Manager to build and lead our global support function from the ground up. This is a hands-on, strategic role where you’ll recruit and coach a remote support team, design workflows, set up SLAs, create documentation, and ensure every customer receives fast, empathetic, and effective support.

• Build and scale a high-performing remote customer support team
• Define support workflows, KPIs, SLAs, and escalation protocols
• Develop internal documentation and external help center content
• Create and deliver training materials for support agents and clients
• Track KPIs like FRT, resolution time, CSAT, SLA compliance, and QA scores
• Act as an escalation point for critical issues
• Work closely with Product, Engineering, and Customer Success to resolve recurring pain points
• Share feedback and insights to help improve product and support experience

• 4–6+ years in SaaS customer support (including 2+ years in a managerial role)
• Experience building support functions in fast-growing SaaS or F&B tech companies
• Strong background in team coaching, QA, and process building
• Proficient with tools like Zendesk, Intercom, Freshdesk, Notion, etc.
• Excellent written and verbal communication in English
• High empathy, responsiveness, and problem-solving skills
• Ability to work independently and lead remote teams
• Based in India or nearby, and fully available during UAE working hours