Customer Support Manager

within; Bengaluru; Hybrid; INR 1,500,000 - 3,000,000; Full time

Benefits offered by this job

ESOPs

Medical insurance

Life insurance

Parental leave

Learning fund

Fitness benefit

Wfh setup allowance

Mental health support

Gift vouchers

Relocation assistance

Provident Fund

Hybrid work in Bangalore

Job summary

Within is building an AI-native customer support organization in Bengaluru. The Customer Support Manager will own performance, escalations, metrics, and the evolution of the CS function, aiming to prevent recurring issues and scale processes across teams.

The role emphasizes cross-functional leadership, coaching, and a strong partnership with Product and Engineering to deliver exceptional customer experiences. Relocation to Bangalore is supported.

Qualifications

• Proven leadership of a customer support organization.
• Experience in coaching and people management.
• Experience with enterprise customers and escalations.
• Strong metrics discipline and capacity planning.
• Experience with automation and AI-driven support strategies.

Responsibilities

• Own performance and evolution of the CS function.
• Design processes, hire, coach and develop the team.
• Collaborate with Product, Engineering and other functions.
• Drive customer experience and issue prevention at scale.
• Plan capacity and workforce to meet demand.

Skills

Customer support leadership

People management

Escalation management

Support metrics

AI-native strategy

Automation

Cross-functional leadership

Team scaling

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.

About the Role

The Customer Support Manager will own the overall performance and evolution of the Customer Support function. We are looking for more than an experienced support people manager. The expectation is to hire an AI-native support leader capable of creating a scalable support organization where recurring customer problems are systematically identified and prevented. The Manager will be responsible for team performance, escalations, support metrics, capacity and workforce planning, coaching, hiring, process design, customer experience, automation, and partnership with Product, Engineering and other functions.

Core Capabilities We Are Hiring For

• Customer Support organization leadership
• People management and coaching
• Enterprise customer and escalation management
• Support metrics and operational rigor
• AI-native support strategy
• Automation and ticket prevention
• Systemic problem-solving
• Cross-functional leadership
• Scaling teams and processes

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.