[Hiring] Team Lead, Technical Support Account Manager @Phenom People Pvt Ltd

Role Description

Phenom is looking for a Technical Support Account Manager (TSAM) Team Lead within our Global Customer Care team. You will play a pivotal role in ensuring the success of our clients by providing technical expertise, strategic guidance, and exceptional customer service. You will be the primary point of contact for our largest and most strategic clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes.

• Serve as a Player-Coach, directly managing a team of Technical Support Account Managers (TSAMs) while maintaining primary technical ownership over a select portfolio of strategic enterprise accounts.
• Provide day-to-day leadership, coaching, mentorship, and career development for individual contributor TSAMs, conducting regular 1:1s, performance evaluations, and skill-building initiatives.
• Serve as the main technical point of contact and trusted advisor for key enterprise clients, understanding their business objectives and delivering expert troubleshooting, proactive support, and strategic guidance.
• Oversee team workload distribution, resource allocation, and escalation pathways to ensure timely resolution of complex technical issues and high customer satisfaction.
• Collaborate closely with cross-functional leadership across Sales, Product Management, Engineering, and Implementation to represent client feedback, drive product enhancements, and streamline support workflows.
• Lead onboarding, training, and continuous enablement for new and existing team members to ensure deep product mastery across Phenom HR technology solutions.
• Monitor and analyze individual and team performance metrics (e.g., CSAT, SLA adherence, ticket resolution times), proactively identifying trends and implementing operational improvements.
• Act as an escalation point and crisis manager for urgent, complex client issues, coordinating with technical, product, and executive teams to minimize downtime and resolve incidents efficiently.
• Identify potential upsell and adoption expansion opportunities in managed accounts and partner with Sales to drive growth.
• Stay current with HR tech industry trends, emerging SaaS technologies, and competitive benchmarks to continuously elevate team standards and client value.

Qualifications

• Bachelor's degree in a related field or equivalent practical experience; Advanced degree preferred.
• 7+ years of experience in Technical Support Management, Technical Account Management, or client-facing SaaS support roles.
• 2+ years of experience leading, managing, or mentoring technical support teams or individual contributors in a player-coach capacity.
• Deep technical acumen in HR technology solutions, enterprise SaaS architecture, and system integrations.
• Solid technical foundation with relational databases, non-relational databases (MongoDB), HTML, Kibana, AWS, Java-based application architectures, and web-based application troubleshooting.
• Demonstrated success in balancing direct account management duties with team leadership and operational management.
• Exceptional interpersonal, verbal, and written communication skills with the ability to articulate complex technical solutions to executive stakeholders and non-technical teams.
• Strong analytical and problem-solving skills with a data-driven approach to tracking team KPIs and account health metrics.
• Proven track record of managing critical client escalations and cross-functional incident response under high pressure.
• Willingness to travel (up to 25% of the time) for client meetings, internal leadership summits, and industry events.

Benefits

• Health and wellness benefits/programs to support holistic employee health.
• Flexible hours and working schedules, as well as parental leave for new parents.
• Generous vacation policies & holiday time off.
• Growing organization with career pathing and development opportunities.
• Tons of perks and extras in every office and even for those who work remotely!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!