At Saleshandy, we help businesses scale outbound sales with automation, personalisation, and precision. We’re a fast-growing, bootstrapped SaaS company trusted by 4,000+ customers globally, and customer experience is our growth engine.
We’re hiring a Customer Support Lead to build and lead a world-class support function that delivers fast, human, and delightful experiences to every customer.
This isn’t just ticket resolution — it’s about understanding customer challenges deeply, enabling self-service excellence, and driving continuous improvements in how we support and retain users.
If you’ve led SaaS support teams, love solving problems at scale, and thrive on making customers successful — this role is for you.
🎯 What You’ll Own
Customer Experience Leadership – Lead our global support team to deliver fast, consistent, and empathetic responses across channels.
Process Excellence – Build and optimise support workflows, SLAs, and escalation frameworks that ensure world-class service.
Quality & Training – Coach and upskill team members, ensuring product knowledge, tone, and consistency in every interaction.
Customer Insights – Capture recurring feedback and collaborate with Product and Success teams to improve usability and reduce tickets.
Tools & Automation – Implement and manage helpdesk tools, macros, and automations to enhance team efficiency and response time.
Performance Ownership – Track and report support metrics (CSAT, FRT, TTR) while driving continuous improvement and accountability.
✅ You’re a Great Fit If...
→ You’ve led or managed a SaaS support team, preferably in B2B.
→ You understand customer empathy as much as SLAs — both matter equally.
→ You’re data-driven and use metrics to improve team performance and CX.
→ You can handle escalations calmly, with a solution-oriented mindset.
→ You’ve worked closely with Success, Product, or Engineering teams to close the feedback loop.
→ Bonus: You’ve worked with tools like Intercom, Freshdesk, or Zendesk.
🚀 Why Join Saleshandy
High Ownership – You’ll shape how support evolves as we scale globally.
Career Growth – Leadership path as we grow from 4,000+ to 10,000+ customers.
Global Exposure – Work with users across US, Europe & APAC.
Supportive Culture – Fast-moving team with strong values and zero red tape.
Perks That Matter – Annual L&D budget, health coverage, paid retreats, flexible remote setup.
⚡ Next Steps
Apply with your CV + 2–3 lines on how you’ve improved support efficiency or customer satisfaction.
Short intro call with our Operations/Support Lead.
Short take-home scenario to showcase your problem-solving approach.
Final call to align on goals, expectations, and culture fit.
Offer & onboarding 🎉