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About the Role
Must-Have Requirements
- 8+ years of total experience
- 3+ years of people management / team leadership experience
- Experience managing technical and non-technical support teams
- Strong exposure to SaaS products (AI product experience is a plus)
- Comfortable handling escalations and customer-facing technical issues
- Experience building and improving support processes, SLAs, KPIs, and customer satisfaction metrics
- Proven track record of automation and operational efficiency improvements
Technical Requirements
Good working knowledge of:
- Python (automation, scripting)
- SQL
- React.js (frontend understanding)
- MongoDB
- Backend debugging and troubleshooting
- API troubleshooting and system analysis
Leadership Requirements
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