Job Description
Job Details
Job Title: Customer Support Lead
Location: Colombo, Sri Lanka
Company: Zeloretech Pvt Ltd
Product/Business Unit: Appoyo
Employment Type: Full-time
About Appoyo
Appoyo is a cloud-based HR, rostering, and payroll software platform that helps businesses manage their workforce more efficiently. We are looking for a capable and customer-focused Customer Support Lead to lead our support function, ensure high-quality customer service, and work closely with internal teams to deliver timely issue resolution.
Role Overview
We are seeking an experienced and professional Customer Support Lead with excellent communication skills in English and the confidence to handle customer interactions through email, ticketing systems, phone calls, and Zoom meetings.
The ideal candidate should be able to manage customer queries, guide the support team, coordinate with Business Analysts and technical teams, and provide a high standard of service to customers, including Australian clients. Experience with SaaS tools is important, and exposure to HR, payroll, or workforce management software will be a strong advantage.
This role is ideal for someone who can combine customer communication, issue coordination, team leadership, and operational discipline in a fast-paced software environment.
Key Responsibilities
- Lead and manage the customer support function to ensure timely and professional handling of customer issues
- Oversee customer queries received through the ticketing system, email, phone calls, and Zoom meetings
- Communicate clearly and confidently with customers, including Australian clients
- Handle escalated support cases and ensure issues are resolved effectively
- Work closely with Business Analysts, QA, and technical teams to investigate and resolve customer concerns
- Monitor ticket progress, response times, resolution quality, and overall support performance
- Ensure customers receive regular updates and professional communication throughout issue resolution
- Assist in preparing support reports, issue summaries, and customer feedback updates for management
- Help develop and improve internal support processes, response standards, and escalation workflows
- Support onboarding and mentoring of customer support team members or interns
- Learn and maintain a strong understanding of the Appoyo platform and its workflows
- Contribute to the creation and improvement of knowledge base articles, FAQs, and internal support guides
- Use AI tools to improve response quality, summarization, reporting, and productivity
Requirements
- Proven experience in a customer support, Customer Support Lead, service desk, or client-facing support role
- Excellent command of spoken and written English
- Confidence in handling phone calls and Zoom meetings with customers, including international clients
- Strong ability to communicate professionally, clearly, and patiently
- Experience working with SaaS products or software-based customer support environments
- Good understanding of customer issue handling, escalation, and resolution tracking
- Ability to coordinate effectively with technical teams and Business Analysts
- Strong organizational skills and ability to manage multiple issues at once
- Good reporting and follow-up skills
- Ability to work independently and take ownership of customer outcomes
- Comfortable using AI tools such as ChatGPT, Claude, and note-taking tools to improve productivity and response quality
Preferred Skills
- Experience supporting HR software, payroll software, rostering systems, or workforce management platforms
- Experience leading or mentoring junior support team members
- Understanding of SaaS onboarding, troubleshooting, and customer success workflows
- Ability to handle difficult conversations calmly and professionally
- Familiarity with Australian business communication expectations will be an added advantage
What We Are Looking For
- A strong communicator who can represent the company confidently with clients
- A support professional who takes ownership of customer issues and drives them to resolution
- Someone who can balance customer empathy with internal coordination
- A structured team member who can improve support quality and discipline
- A person who is comfortable leading by example and working closely with cross-functional teams
How to Apply
Please send your CV along with a short note outlining your customer support experience, your experience handling client calls, and any experience you have with SaaS, HR, or payroll software.