(AGM) Assistant General Manager Customer Support

AiSensy; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

High visibility role with leadership interaction

Opportunity to build systems and teams at scale

Direct impact on customer satisfaction and brand trust

Job summary

A leading marketing platform is seeking an AGM – Customer Support to lead end-to-end support operations across various channels. The ideal candidate will have 7-10 years’ experience in Customer Support, including at least 3 years in a leadership role, and will be responsible for lifting customer satisfaction and scaling support teams. This role offers a unique opportunity to impact customer retention and build robust processes in a fast-paced environment.

Qualifications

• 7-10 years of experience in Customer Support, with at least 3 years in a leadership role.
• Proven track record of building and scaling support teams in a B2B SaaS environment.
• Strong leadership, coaching, and people management capabilities.

Responsibilities

• Lead and scale the Customer Support function for high-quality experiences.
• Own customer satisfaction, loyalty, and retention outcomes.
• Design and implement support processes and best practices.

Skills

Leadership

Communication

Analytical mindset

Customer-centric

Organizational skills

Tools

Zendesk

Freshdesk

LiveChat

Intercom

Job description

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 150,000+ 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.

• 800+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
• Businesses drive 25–80% of revenues using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

Role Overview

As AGM – Customer Support, you will own and lead end-to-end customer support operations across channels (chat, email, phone/video). This role is responsible for scaling support teams, improving service quality, driving customer satisfaction, and building robust support systems aligned with rapid business growth.

You will act as the final escalation owner, process architect, and performance driver for Customer Support at AiSensy.

Key Responsibilities

• Lead and scale the Customer Support function, ensuring a seamless, high-quality customer experience.
• Own customer satisfaction, loyalty, and retention outcomes driven through support.
• Serve as the escalation point for critical and high-impact customer issues.

Team Management & Capability Building

• Lead, mentor, and manage a team of Customer Support Managers and Representatives.
• Set KPIs and performance benchmarks, conduct regular reviews, and drive accountability.
• Identify skill gaps and execute ongoing training and development programs.

Support Operations & Process Excellence

• Design, implement, and scale support processes, SOPs, escalation frameworks, and best practices.
• Improve response times, resolution rates, and service consistency using analytics and customer feedback.
• Maintain and continuously improve knowledge bases, FAQs, and self-service resources.
• Track and analyze key support metrics including FRT, TAT, resolution rate, CSAT, and backlog trends.
• Prepare weekly and monthly reports highlighting insights, risks, and improvement opportunities.
• Use data to identify bottlenecks and drive automation and process optimization.

Cross-functional Collaboration

• Partner closely with Product, Tech, and Sales teams to align support operations with customer needs.
• Share structured customer insights to influence product improvements and roadmap priorities.
• Ensure smooth coordination for issue resolution and proactive customer communication.

Capacity Planning & Quality Control

• Forecast staffing and capacity requirements to meet growing customer demand.
• Develop quality assurance frameworks, response templates, and escalation protocols.
• Ensure consistent service quality across all support channels.

Customer Feedback & Experience Management

• Lead customer satisfaction surveys, analyze feedback, and execute improvement actions.
• Drive initiatives to convert positive support experiences into customer advocacy and testimonials.
• Stay updated on industry trends and best practices to keep support competitive and future-ready.

Qualifications

• 7–10 years of experience in Customer Support, with at least 3 years in a leadership/managerial role.
• Proven track record of building and scaling support teams in a B2B SaaS or high-growth environment.
• Strong leadership, coaching, and people management capabilities.
• Excellent verbal and written communication skills.
• Hands‑on experience with support tools and CRMs such as Zendesk, Freshdesk, LiveChat, Intercom, etc.
• Strong analytical mindset with the ability to use data for decision‑making.
• Highly customer‑centric, empathetic, and execution‑driven.
• Strong organizational skills with the ability to thrive in fast‑paced environments.

Why Join This Role

• Own and scale a business‑critical customer support function
• Direct impact on customer satisfaction, retention, and brand trust
• Opportunity to build systems and teams at scale
• High visibility role with leadership interaction
• Be part of a mission‑driven SaaS company shaping WhatsApp‑led engagement