Customer Support Manager

About Kayana

Kayana is one of the fastest-growing companies, empowering small and medium-sized businesses with cutting-edge technology to compete with larger enterprises in the ordering and payments space. As a disruptive force in the industry, we provide everything from essential point-of-sale systems to advanced solutions like self-service kiosks, enabling brands to scale and succeed.

Our mission is simple: to help businesses thrive through innovative technology. With operations across the USA, UK, Europe, Australia, and the Middle East, Kayana is proud to foster an inclusive and dynamic culture. Every employee is supported with a personalized development plan, offering clear and achievable career paths for long-term growth.

About You

We are seeking a Customer Support Manager based in our Mumbai office to lead Kayanas Customer Support function globally. This role is key to ensuring an exceptional post-sales experience handling client queries, menu setups, troubleshooting, and ensuring timely resolution of operational or technical issues.

The ideal candidate will have experience leading international support operations within a fast-paced SaaS or hospitality technology environment, ensuring exceptional service delivery to clients across multiple time zones and regions.

Key Responsibilities

Global Client Support Management

• Serve as the primary escalation point for all global client support issues, ensuring swift and accurate resolutions.
• Oversee the end-to-end client lifecycle post-implementation including menu configuration, kiosk setup, system updates, and troubleshooting.
• Ensure service excellence and adherence to SLAs across all markets
• Build strong client relationships through proactive communication, performance reviews, and service improvement plans.
• Monitor global client satisfaction (CSAT/NPS) and drive initiatives for continuous improvement.

Team Leadership & Operations

• Lead, coach, and mentor the Customer Support team
• Establish KPIs, SLAs, and escalation frameworks across all support channels.
• Oversee shift scheduling, workforce planning, and performance tracking aligned with global business hours.
• Drive team capability-building through ongoing training, knowledge-sharing, and career development initiatives.

Cross-Functional Collaboration

• Collaborate with Product, Technology, and Implementation teams to resolve complex issues and improve system functionality.
• Work closely with Sales, Account Management and Finance teams to ensure smooth client onboarding and strong post-sales support.
• Provide structured feedback to the Development and Product teams based on client insights, feature requests, and recurring issues.
• Produce monthly performance dashboards and reports for senior management.

What Were Looking For

• Bachelors degree in Business, IT, or a related field.
• Minimum 58 years of experience in Customer Support, Service Operations, or Client Success, ideally within a SaaS, POS, or hospitality-tech environment.
• Proven experience leading multi-country support operations or offshore teams.
• Strong stakeholder management and communication skills across global markets.
• Proficiency in ticketing systems and CRM tools.
• Analytical mindset with strong ability to track and interpret performance metrics.
• Excellent organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Experience managing 24/7 or regionally distributed support operations preferred.

Why Join Us?

At Kayana, youll be part of a fast-growing global company where your contributions will make a direct impact.

We offer:

• A clear path for career growth.
• The opportunity to set up and shape the compliance framework for a growing international business.
• A supportive and collaborative environment where your success is celebrated.

Pay: Starting 60,000 INR/Month