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 2580% of revenues using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 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