Customer Support Lead

Within; Bengaluru; Hybrid; INR 400,000 - 800,000; Full time

Benefits offered by this job

Equity (ESOPs)

Group medical insurance for you and (1

Personal accident and Term Life

Paid Parental leave

Annual learning fund Rs. 10,000

Monthly fitness benefit Rs. 14,000

One-time WFH setup allowance Rs. 10,00

Free Mental Health session

Birthday and work anniversary Gift

Year-end corporate gift

Relocation support to Bangalore

Provident Fund and statutory benefits

Hybrid work from our Bangalore office

Job summary

Within is seeking a Customer Support Lead in Bengaluru to drive expertise within the Customer Support organization. The Lead will handle complex customer issues and mentor Customer Support Executives while pushing for systemic improvements through documentation, self-service, automation, and AI collaboration with Product and Engineering.

The role emphasizes ownership, cross-functional collaboration, and a strong customer-obsessed mindset. Hybrid work from the Bangalore office is offered.

Qualifications

• Experience in enterprise B2B SaaS support environments.
• Ability to own complex troubleshooting and escalation.
• Strong customer communication and problem-solving skills.
• Capability to perform root-cause analysis and reduce recurring issues.

Responsibilities

• Act as a senior individual contributor within the Customer Support team while leading CS Executives.
• Handle complex customer issues and drive improvements across the broader team.
• Identify systemic issues via root-cause analysis, documentation, self-service, automation, and AI.
• Collaborate with Product and Engineering to improve the support experience.

Skills

Enterprise B2B SaaS support

Complex troubleshooting

Customer obsession

Root-cause analysis

AI/automation orientation

Coaching and mentoring

Cross-functional collaboration

Ownership and execution

Job description

About Within

Tldr on us: Series B, $91M raised, 7x growth last year.

Digital Transformation gave rise to a $600B consulting Industry. AI Transformation will be 10x bigger and will be delivered through agents. We built that.

Our AI discovers how work actually happens across every team and application, Structures it into a living Context Graph, and Improves it continuously.

ServiceNow mapped 900+ processes in 9 days. DoorDash captured 3,800+ finance operations in 14 weeks. That’s not a project. That’s compounding intelligence.

OpenAI, Google, DoorDash, and Stripe use Within to transform how they transform. We shipped GPT-4 document chat within 12 hours of OpenAI’s API launch.

We move fast, reward agency, and care deeply about our customers, our team, and our mission.

The Role

The Customer Support Lead is expected to act as a senior individual contributor within the Customer Support organization while also providing day-to-day leadership and guidance to Customer Support Executives. The Lead should be capable of personally handling complex customer issues while simultaneously improving the effectiveness of the broader support team. The role requires someone who can move beyond reactive ticket resolution and identify systemic opportunities to reduce recurring issues through root-cause analysis, better documentation, self-service, automation, AI, and stronger collaboration with Product and Engineering.

Core Capabilities We Are Hiring For

• Enterprise B2B SaaS customer support

• Complex troubleshooting and escalation ownership

• Customer obsession and communication

• Root-cause analysis and ticket prevention

• AI/automation orientation

• Coaching and mentoring

• Cross-functional collaboration

• Ownership and execution

About our Benefits

• Equity (ESOPs) in addition to competitive cash compensation (CTC)

• Group medical insurance for you and your family

• Personal accident and Term Life Insurance for the employee only

• Paid Parental leave

• Annual learning fund of Rs. 10,000 per year

• Monthly fitness benefit of Rs. 14,000 per year

• One-time WFH set up allowance of Rs. 10,000

• Free Mental Health session with a therapist

• Birthday and work anniversary Gift voucher

• Year-end corporate gift

• Relocation support to Bangalore, India

• Provident Fund (PF) and statutory benefits as per Indian law

• Hybrid work from our Bangalore office, with office-related perks

Within is an equal opportunity employer. Within provides equal employment opportunities to all employees and applicants for employment without regard to race, caste, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, or marital status.