Customer Support Operations Director

4 days ago


Gurgaon, Haryana, India AiSensy Full time

At AiSensy, we are looking for a highly skilled Customer Support Operations Director to lead our customer support operations and drive strategic growth. As a key member of our leadership team, you will be responsible for scaling high-performing teams, implementing automation, and enhancing the overall customer experience.

This role requires a unique blend of leadership, operational excellence, and a customer-centric mindset. If you have 8+ years of experience in customer support or customer success, with at least 3+ years in a leadership role in a B2B SaaS or tech-driven company, we want to hear from you.

Key Responsibilities:

  • Customer Support Strategy & Execution: Develop and execute a scalable support strategy aligned with business objectives.
  • Team Leadership & Performance Management: Build, mentor, and lead a team of customer support managers and agents.
  • Process Optimization & Automation: Identify and implement AI-driven customer support automation, streamline workflows using CRM and customer support tools, and optimize ticketing systems.
  • Cross-functional Collaboration & Reporting: Work with Sales, Product, and Marketing teams to align support initiatives with business goals.

Requirements:

  • 8+ years of experience in customer support or customer success.
  • At least 3+ years of leadership experience in a B2B SaaS or tech-driven company.
  • Hands-on experience with AI-powered customer support tools, ticketing systems, and automation.
  • Strong focus on customer satisfaction, retention, and engagement.


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