AiSensy - Assistant General Manager - Customer Support (8-10 yrs)

About AiSensy:

AiSensy is a leading WhatsApp-based Marketing & Engagement platform, helping businesses grow their revenue through innovative customer engagement strategies.

Backed by top investors and trusted by 100,000+ businesses globally, AiSensy is revolutionizing how brands connect with their customers.

We are looking for an AGM - Customer Support to lead, scale, and enhance our customer support operations, ensuring a seamless and high-quality experience for all AiSensy users.

Role Overview:

As the AGM - Customer Support, you will be responsible for strategizing, optimizing, and driving the overall customer support function.

Your primary focus will be on scaling operations, driving customer satisfaction, implementing automation, and leading a high-performing support team.

This role requires a mix of leadership, operational excellence, and a customer-first mindset to help AiSensy deliver best-in-class support experiences.

Key Responsibilities:

Customer Support Strategy & Execution:

- Develop and execute a scalable support strategy aligned with business objectives.

- Implement automation, AI chatbots, and self-service solutions to improve efficiency.

- Define and monitor KPIs (CSAT, response time, resolution time, NPS, etc.) to measure team performance.

- Design customer support SOPs and workflows to improve service quality and efficiency.

Team Leadership & Performance Management:

- Build, mentor, and lead a team of customer support managers and agents.

- Set clear KPIs, SLAs, and performance goals for the team.

- Conduct training programs to enhance technical and soft skills of the support team.

- Foster a culture of accountability, collaboration, and continuous learning within the team.

Process Optimization & Automation:

- Identify and implement AI-driven customer support automation (chatbots, FAQs, predictive support).

- Streamline workflows using CRM & customer support tools like Zendesk, Freshdesk, or Intercom.

- Optimize ticketing systems, escalation processes, and knowledge base management.

Customer Experience & Retention:

- Develop strategies to enhance customer satisfaction, loyalty, and retention.

- Analyze customer pain points, feedback, and complaints to drive improvements.

- Work closely with Product & Engineering teams to resolve technical issues and improve product usability.

Cross-functional Collaboration & Reporting:

- Work with Sales, Product, and Marketing teams to align support initiatives with business goals.

- Provide weekly and monthly reports to senior management with key metrics and insights.

- Own and manage support budget, hiring, and resource allocation to drive efficiency.

Key Qualifications:

Experience: 8+ years in Customer Support or Customer Success, with at least 3+ years in a leadership role in a B2B SaaS, CPaaS, or tech-driven company.

Leadership: Proven ability to build, scale, and lead high-performing teams.

Automation & Tech Stack: Hands-on experience with AI-powered customer support tools, ticketing systems, and automation (Chatbots, Freshdesk, Zendesk, Intercom, CRM tools like HubSpot, Zoho, etc.

Customer-Centric Mindset: Strong focus on customer satisfaction, retention, and engagement.

Problem-Solving & Data-Driven Approach: Analytical mindset with expertise in tracking, reporting, and optimizing customer support KPIs.

Communication Skills: Excellent verbal and written communication skills with the ability to present insights to leadership teams.

Process Improvement: Experience in streamlining operations, implementing best practices, and reducing churn.

Preferred Qualifications:.

- Experience in WhatsApp Business API, CPaaS platforms, or SaaS startups.

- Expertise in AI-driven customer support solutions (RPA, Chatbots, AI-driven ticketing).

- Certification in Customer Experience (CX) or Service Excellence.

Why Join AiSensy?

- Lead a fast-growing Customer Support team in a company disrupting WhatsApp Marketing.

- High-impact leadership role with direct influence on business growth.

- Work with cutting-edge AI-driven support solutions.

- Collaborate with top global brands and innovative teams.

- If you're ready to take customer support excellence to the next level, apply now and be part of AiSensy's growth journey!.