Head of Customer Support

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 100,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

• 400+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
• Businesses drive 25–80% of revenues using AiSensy
• Backed by , & 50+ Angel Investors

The Opportunity

• Work with a dynamic, fast-growing team obsessed with customer happiness.
• Gain hands-on experience in building and optimising support systems and processes.
• Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
• Be part of a mission-driven startup shaping the future of WhatsApp-led engagement

Responsibilities

• Build and lead a high-performing
  Customer Support team
  across live chat, email, and phone/video channels.
• Hire, onboard, and continuously train agents to handle
  technical and product-related queries
  with speed and accuracy.
• Develop and implement
  SOPs, escalation paths, and knowledge bases
  for consistent query resolution.
• Monitor and improve key metrics such as
  CSAT (Customer Satisfaction Score)
  ,
  FRT (First Response Time)
  , and overall resolution rate.
• Conduct regular
  quality audits and technical troubleshooting sessions
  to maintain world-class service standards.
• Collaborate closely with
  Product & Tech teams
  to escalate and resolve bugs or platform issues, and to feed customer insights back into product development.
• Create quick dashboards and actionable data insights
  to track trends, agent performance, and process gaps for continuous improvement.
• Oversee workforce planning and scheduling to meet the needs of a
  high-volume SaaS environment.
• Foster customer delight by converting positive experiences into
  social media testimonials and reviews
  .
• Ensure every customer conversation is thoroughly resolved and properly documented.

Qualifications

• 8-12 years of proven experience in
  Customer Support/Customer Success leadership
  , preferably in
  SaaS, B2B, or product-based orgs.
• Strong track record of building and scaling
  multi-channel support teams
  (live chat, email, phone/video).
• Ability to
  analyze and visualize support data,
  hands-on with tools like Excel/Google Sheets, SQL, or analytics/BI tools (e.g., Metabase, Looker, Tableau) to create quick dashboards and performance reports.
• Solid understanding of
  technical troubleshooting
  for web-based platforms, APIs, or integrations.
• Familiarity with
  support tools and CRMs
  (e.g., Intercom, Freshdesk, Zendesk) and automation workflows.
• Excellent communication and
  team leadership skills
  , with the ability to coach and inspire.
• Process-driven mindset with expertise in designing
  SOPs, quality control systems, and knowledge bases
  .
• Customer-first attitude with a passion for solving problems and turning feedback into brand advocacy.
• Location: Open to work full-time from AiSensy's Gurugram office.

Why Join Us?

• Be part of a
  supportive and innovative environment
  that values growth.
• Opportunity to lead impactful projects and shape customer experiences in a
  scaling organisation
  .
• Directly contribute to the success of brands, generating a large share of revenues via AiSensy.
• Grow your career in a company where
  customer satisfaction is the top priority