Customer Support Manager

About AiSensy

AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, Physicswallah, and Cosco grow their revenues via WhatsApp.

• Enabling 150,000+ Businesses with WhatsApp Engagement & Marketing
• 800 Crores+ WhatsApp Messages exchanged between Businesses and Users via AiSensy per year
• Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more
• High Impact as Businesses drive 25-80% Revenues using AiSensy Platform
• Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors.

Responsibilities :

• Lead the support team, ensuring a seamless and high-quality customer experience.
• Develop and scale support operations to efficiently meet growing customer needs.
• Drive customer satisfaction, loyalty, and retention through proactive support.
• Lead, mentor, and manage a team of customer support representatives.
• Set KPIs, monitor team performance, and conduct regular performance reviews.
• Identify training needs and provide ongoing development for team members.
• Develop scalable support processes, policies, and best practices.
• Improve support efficiency and response times based on analytics and customer feedback.
• Collaborate closely with product and sales teams to align support operations with customer needs.
• Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.
• Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment.
• Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction.
• Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores.
• Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.
• Forecast staffing needs and allocate resources to meet customer demands.
• Identify and implement process improvements to enhance support efficiency, quality, and customer experience.
• Develop escalation protocols, response templates, and quality control measures for consistent support.
• Stay updated on industry trends and best practices to keep AiSensy’s support competitive and effective.

Qualifications

• 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
• Proven track record of managing and scaling a customer support team in a fast-paced environment.
• Strong leadership, coaching, and motivational skills.
• Exceptional verbal and written communication abilities.
• Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Customer-focused and empathetic, driven to provide a top-notch support experience.
• High level of organizational skills and ability to multitask effectively.
• Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.