Customer Support Lead

2 days ago

Chennai, Tamil Nadu, India Prudent AI Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We're Hiring: Customer Support Lead
| Prudent AI | Hybrid

At
Prudent AI
, we're transforming lending with our AI-driven Income Intelligence Platform. We're looking for a
Customer Support Lead
with 4
–6 years of experience (1+ in leading a team)
to take charge of support ops and deliver exceptional experiences to our
US enterprise customers
.

Preliminary Questions (apply only if your answer is YES to all):

  1. Do you have
    4+ years in customer support
    with at least
    1 year leading/mentoring a team
    ?
  2. Have you supported
    enterprise customers in the US market
    ?
  3. Do you have experience with
    escalations and L3-level tickets
    ?
  4. Are you familiar with
    support tools like Zoho Desk or JIRA

Please find the below description:

Location:
Hybrid (Chennai)

Experience:
4–6 Years in CS

Company:
Prudent AI – Make Faster Lending Decisions with Our AI-Driven Income Intelligence Platform

Role Overview

We are seeking a dynamic and experienced
Customer Support Lead
to head our support operations. This role is ideal for someone with a strong background in handling enterprise customers, particularly in the
US market
, and a passion for delivering exceptional support in a
Fintech or Mortgage
domain.

Key Responsibilities

  • Lead and mentor a team
    of 3 or more support specialists, ensuring high performance and growth.
  • Manage and resolve
    L3-level tickets and escalations with precision and empathy.
  • Act as a proactive point of Contact for
    key customers—understand their pulse, Pain points, effective resolution.
  • Collaborate
    closely with Product Managers and Customer Success teams to gain deep product insights and improve ticket resolution.
  • Drive improvements
    in ticket management processes and extract actionable insights from support data.
  • Handle enterprise-level custome
    r interactions, ensuring satisfaction and timely resolution.
  • Establishing frameworks, metric and Process
    for support actions. Maintain SLAs and ensure quality support across shifts.
  • Utilize tools like
    Zoho Desk
    and JIRA
    for efficient support operations and reporting.

Requirements

  • 4–6 years of experience in customer support, with at least 1–2 years in a lead or mentoring role.
  • Proven experience supporting
    US enterprise customers
    .
  • Exposure to core product support, preferably in
    Fintech, Lending, or Mortgage
    domains.
  • Strong analytical skills with a knack for deriving insights from support data.
  • Basic technical knowledge to understand product workflows and troubleshoot effectively.
  • Experience in handling escalations and L3-level tickets.
  • Familiarity with
    Zoho Desk, JIRA
    or similar support platforms.
  • Excellent communication and stakeholder management skills.

Why Join Us?

  • Be part of a fast-growing AI-first company revolutionizing lending decisions.
  • Work in a collaborative, hybrid environment with global exposure.
  • Opportunity to shape support strategy and grow into a senior leadership role.

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