Lead - Business Systems Services

We are looking for a seasoned Techno-Functional Candidate with deep domain expertise in Customer Success / Customer Support to fill the Lead - Business Systems Services position. As a Lead, you will be responsible for bridging the gap between business needs and technical solutions, collaborating with cross-functional teams to design scalable solutions and ensure seamless tool adoption.

Requirements

• 7–10 years of experience in techno-functional roles supporting Customer Success / Support / CRM / ITSM domains.
• Strong business analysis and stakeholder engagement skills; proven ability to define and document functional specs.
• Proficiency in SQL for data querying, validation, and trend analysis.
• Hands-on experience with CX platforms such as Salesforce, Freshdesk, ServiceNow, Zendesk, etc.
• Ability to configure applications, build workflows, and manage custom automations to meet business requirements.
• Experience working with APIs and integrations, including the use of webhooks, custom scripts, or middleware tools.
• Proficiency in using Postman or similar tools for testing and validating REST APIs.

Benefits

• Competitive salary
• Health insurance
• 401(k) or pension plan
• Paid time off
• Stock options
• Flexible working hours