Customer Support Lead

Klarity; India; Hybrid; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

ESOP Equity

Group medical insurance

Personal accident & life insurance

Parental leave

Learning fund

Fitness benefit

WFH setup allowance

Mental health sessions

Birthday gifts

Year-end gifts

Relocation to Bangalore

PF & statutory benefits

Hybrid work Bangalore office

Job summary

Within is hiring a Customer Support Lead in Bangalore. You will act as a senior individual contributor, guiding the Customer Support team, while personally handling complex issues and driving systemic improvements.

The role emphasizes root-cause analysis, better documentation, self-service, automation, AI, and collaboration with Product and Engineering. The position offers hybrid work from our Bangalore office with competitive compensation and employee benefits including ESOPs, health insurance,

Qualifications

• Senior individual contributor in Customer Support with leadership responsibilities
• Strong ability to perform root-cause analysis and drive process improvements
• Excellent communication and customer obsession in B2B SaaS contexts
• Experience with AI/automation orientation and cross-functional collaboration

Responsibilities

• Lead and mentor Customer Support Executives while handling complex customer issues
• Identify systemic root causes and drive documentation, self-service, and automation initiatives
• Collaborate with Product and Engineering to reduce recurring issues
• Own escalation management and ensure high-quality customer outcomes

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.