Technical Support Manager

About Clear At CLEAR (formerly known as ClearTax), we are on a mission to simplify financial lives for all Indians. We make delightful tax-based SaaS and financial service products for businesses and individuals which helps them save money and time. We are trusted by over 6 million Indians, more than 50,000 tax professionals, 1 million small businesses and 3,000 large enterprises. For small and large businesses, our product suite covers invoicing, GST, a range of managed services and credit. For tax professionals, we offer comprehensive GST, Income Tax and TDS solutions. For individuals, we offer tax and wealth management solutions. With this Series C round, we have raised $140 million in equity capital since inception. We have built rich platforms for GST, e-Waybill, e-Invoicing, ITR and TDS much ahead of the curve in India s business digitization journey. We now see a material part of our countrys trade with $200B worth of invoices flowing every year. It is still day one for us as our goal is to scale 10x to 6 million businesses. For the same, we are going mobile-first for all our customer segments and building credit, payments, insurance, network and business discovery engines on our core platform. Our investors include Y Combinator, Composite Capital, Elevation Capital, Sequoia Capital, Founders Fund, Stripe and Kora Capital. About the Role Clear is looking to hire a Technical Support Manager, who will provide 24/7 global support for our SaaS products through multiple channels like calls, emails, and chat. You will troubleshoot technical issues, collaborate with teams to resolve customer concerns, and communicate solutions in clear, non-technical terms. Proactively addressing recurring issues and identifying opportunities for improvement will be key aspects of this role. Responsibilities You will provide product support to customers using our SAAS products globally. Channels of service include: Calls, Emails, Desktop remote and Chat Support You collaborate with customer relationship managers to fully understand the issue. This involves reviewing screenshots, reproducing the problem, checking error logs, and troubleshooting the issues. You will ask customers specific questions to quickly understand the root of the problem. You keep the customer engaged throughout the case lifecycle and take ownership in providing timely updates to the customer. You will work collaboratively across the team to get support (from peers or other internal stakeholders) and offer support when others need it. You will proactively identify customers experiencing repeated issues or requests that are not resolved to the customer s satisfaction and escalate issues as needed. You will communicate the root cause and resolution to customers in non-technical terms / easily consumable language. You will identify repeated problems and opportunities for technological resolution to avoid future tickets with the same concerns. You will ensure complete participation and contribution in organisation/process level initiatives that may be implemented occasionally to improve process efficiency. Qualifications Willingness to work 24/7 shifts. You have good communication skills and proficiency in English (written and verbal) and Hindi(verbal). You have excellent problem-solving abilities and a proactive approach to troubleshooting technical issues. You are proficient in working with APIs for integration relative tools for testing and have good knowledge of MS Excel. You should treat customers/customers with respect, empathy, and constructive candour. Eager to learn & open to change adaption. Previous experience in SAAS technical support will be an added advantage.