Customer Support Lead

present of AI; India; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Within in India is seeking a Customer Support Lead to set response standards, build and maintain help content, and transform recurring issues into fixes with product and engineering. The role emphasizes designing support processes and guiding the team in a fast-evolving AI-enabled support landscape.

Ideal candidates bring hands-on support experience, clear written communication, and comfort with support tooling and basic data on ticket trends.

Qualifications

• Hands-on experience in customer support and ticket handling.
• Clear written communication skills are essential.
• Comfort with support tooling and data on ticket trends.
• Ability to design and improve support processes.

Responsibilities

• Set response standards and SLAs for support.
• Build and maintain help content and FAQs.
• Collaborate with product and engineering to fix recurring issues.
• Guide the support team and mentor junior staff.

Skills

Hands-on support

Written communication

Support tooling

Ticket analytics

Process design

Tools

Ticketing systems

Job description

A Customer Support Lead typically owns the support function: setting response standards, building help content, and turning recurring issues into fixes with product and engineering. A strong candidate brings hands on support experience, clear written communication, and comfort with support tooling and basic data on ticket trends. Because this company maps how work gets done and splits it between people and AI agents, the role likely calls for someone who can design support processes rather than only run them.

How it fits the AI era

Support work is shifting toward AI handling first responses and routine questions, with people stepping in for complex or sensitive cases. The lead role becomes less about answering every ticket and more about deciding what AI should handle, checking its answers, and improving the knowledge it draws on. Judgment, empathy, and process design stay human.

How it builds AI experience

Working here would build practical experience in routing support work between AI agents and people, and in measuring where that split works. A candidate can prepare by learning a support platform with AI features, writing clear help content, and tracking how automated answers perform. Familiarity with developer tools helps, since the customers are likely technical.

Worth showing

• Help content writing
• Ticket trend analysis
• AI support tooling

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Within

A platform that maps how a company's work actually gets done, then reassigns pieces of that work between employees and AI agents.