Customer Support Lead

2 weeks ago

Pune, India Jeeva AI Full time

Please note: This is an on site position in Kharadi, Pune.Timings : 6:30 PM - 3:30 AMRemote/Hybrid options are not availableNotice Period - Immediate joiners or those with a maximum notice period of 30 days are preferred.We’re a fast-growing AI startup with a fast-paced, ambitious culture. Our team often works long hours (at times 12 hours a day, 6 days a week), similar to other high-growth tech companies. If you thrive in this kind of environment, we’d love to hear from youAbout Jeeva.AIJeeva AI is a superhuman Agentic AI that takes the grunt work out of sales, autonomously discovering and enriching high intent leads, crafting hyper personalized outreach, managing smart follow-ups, and handling objections so your reps focus on what they do best: closing deals.Trusted by 500+ B2B companies to generate over $50 M in pipeline, Jeeva delivers a consistent 24/7 revenue engine and gives you 50 qualified prospects free during your demo.As a dynamic startup we are backed by Alt Capital (founded by Jack Altman & Sam Altman), Marc Benioff (CEO Salesforce), Gokul (Board Coinbase), Bonfire (investors in ChowNow), Techstars (investors in Uber), Sapphire (investors in LinkedIn), Microsoft with $4.5M ARR in just 9 months after launch, we’re not just growing - we’re thriving and making a significant impact in the world of artificial intelligence.Job Description:Lead day-to-day support operations, ensuring timely and effective responses across all channelsCoach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.Maintain and improve the knowledge base, enabling customer self-service and internal efficiencyIdentify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.Own feedback loops, relaying bugs, feature requests, and customer insights to internal teamsSupport onboarding and retention, ensuring users have the guidance they need during key milestonesHelp scale support systems and processes as the company grows.What You Bring:4+ years in customer support or technical support, with at least 1–2 years in a lead or senior role (preferably in SaaS/startups).Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.Proven ability to troubleshoot technical issues and guide others through solutions.Experience with tools like Intercom or Zendesk.Analytical mindset—you track performance, identify bottlenecks, and optimize for efficiency.A calm, empathetic, and proactive approach to problem-solving and customer interactions.A passion for improving customer experience and contributing to product and process enhancements.

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    Please note: This is an on site position in Kharadi, Pune. Timings : 6:30 PM - 3:30 AM Remote/Hybrid options are not available Notice Period - Immediate joiners or those with a maximum notice period of 30 days are preferred. We’re a fast-growing AI startup with a fast-paced, ambitious culture. Our team often works long hours (at times 12...

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