Customer Support Lead
2 days ago
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):
- Do you have
4+ years in customer support
with at least
1 year leading/mentoring a team
? - Have you supported
enterprise customers in the US market
? - Do you have experience with
escalations and L3-level tickets
? - 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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