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, Cosco grow their revenues via WhatsApp.

• Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing
• 400Crores + WhatsApp Messages done 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

Role Overview

As the Head of Customer Support, you will take full ownership of our customer support operations. You’ll drive strategic initiatives to scale support, implement automation, lead a high-performing team, and elevate the overall customer experience. This role demands a customer-first mindset, deep expertise in B2B SaaS environments, and strong leadership to ensure AiSensy continues to deliver outstanding service as we grow.

Key Responsibilities

1. Support Strategy & Execution

• Develop and execute a scalable and future-ready customer support strategy.
• Implement automation tools, AI chatbots, and self-service options to streamline issue resolution.
• Monitor and optimize KPIs such as CSAT, FRT, AHT, Resolution Time, and NPS.

2. Team Leadership & Development

• Build and manage a high-performing team of support managers and agents.
• Define KPIs, SLAs, and career paths to foster growth and accountability.
• Run training and development programs to enhance both technical and customer-facing skills.

3. Tools, Automation & Process Optimization

• Lead implementation of tools such as Freshdesk, Zendesk, Intercom, and CRMs like HubSpot or Zoho.
• Drive support automation using chatbots, predictive support, and intelligent ticketing.
• Maintain and improve SOPs, escalation protocols, and knowledge base documentation.

4. Customer Experience & Satisfaction

• Work cross-functionally to identify and resolve pain points in the user journey.
• Analyze customer feedback and complaints to drive product and process improvements.
• Develop strategies to boost customer loyalty, retention, and lifetime value.

5. Cross-functional Collaboration & Reporting

• Collaborate with Product, Sales, and Marketing to align support with broader business goals.
• Present detailed weekly/monthly reports with insights, action plans, and forecasts.
• Manage support operations budget, headcount planning, and resource allocation.

Requirements & Qualifications

Must-Have

• Experience: 8+ years in customer support roles, including 3+ years in leadership within SaaS, CPaaS, or tech-driven companies.
• Leadership: Proven experience managing and scaling support teams (minimum team size: 8).
• Tech Stack: Hands-on with Freshdesk, Zendesk, Intercom, HubSpot, Zoho, and AI-driven automation tools.
• Customer Obsession: Deep understanding of customer satisfaction, support operations, and user lifecycle.
• Analytical Mindset: Ability to analyze trends, derive insights, and make data-backed decisions.
• Strong Communication: Excellent written and verbal skills, including executive-level reporting.

Preferred

• Experience with WhatsApp Business API or CPaaS platforms.
• Certification in Customer Experience, CX Leadership, or similar.
• Exposure to chatbot design, RPA, or AI-enabled support tools.

Why Join AiSensy?

• Lead the entire Customer Support function in a rapidly growing B2B SaaS company.
• Work on cutting-edge AI-driven support technology.
• Collaborate with India’s top consumer brands.
• High ownership role with direct impact on business outcomes.