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AiSensy
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Senior Manager Customer Support

Senior Manager Customer Support

AiSensy

5 years

0 Lacs

Gurugram Haryana India

Posted:1 day ago| Platform:

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Skills Required

support marketing engagement drive connect leadership coaching training escalation analyze metrics service forecast staffing reports analytics zendesk freshdesk hubspot salesforce communication data agile

Work Mode

On-site

Job Type

Full Time

Job Description

About AiSensy

AiSensy

25–80% of their total revenue

Marsshot.vc, Bluelotus.vc

Role Overview

Senior Manager – Customer Support

Key Responsibilities

Lead and mentor the customer support team to deliver high-quality, timely assistance to AiSensy’s customers.
Scale support operations to meet the evolving needs of a rapidly growing user base.
Set and track team KPIs including First Response Time, Resolution Time, CSAT, and NPS.
Conduct performance reviews, provide coaching, and identify training needs for team growth.
Create and implement scalable support processes, SOPs, and escalation protocols.
Analyze customer feedback, support tickets, and performance metrics to drive improvements.
Collaborate closely with Product and Sales to ensure support aligns with product changes and client expectations.
Manage complex escalations and ensure resolution that prioritizes customer satisfaction.
Maintain a dynamic knowledge base, FAQs, and self-service tools.
Forecast staffing needs and help recruit, onboard, and train new support reps.
Prepare regular reports on team performance, customer insights, and strategic recommendations.

Requirements

5+ years
of experience in customer support;
2+ years
in a leadership or managerial role.
Prior experience in a
B2B SaaS
or tech startup environment is strongly preferred.
Proven ability to scale support teams and optimize operations using analytics and tools.
Proficiency in tools like
Zendesk, Freshdesk, Intercom, LiveChat
, or other support platforms.
Familiarity with CRMs (e.g., HubSpot, Salesforce) and support metrics dashboards.
Strong written and verbal communication skills.
Analytical thinker with the ability to turn data into actionable insights.
Passionate about delivering exceptional customer experiences.
Organized, agile, and able to lead in a fast-paced, high-growth environment.

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