Customer Support Manager

Within; India; Hybrid; INR 420,000 - 720,000; Full time

Benefits offered by this job

Equity (ESOPs)

Group medical insurance for you and my

Personal accident and Term Life

Paid Parental leave

Learning fund Rs. 10,000 per year

Monthly fitness benefit Rs. 14,000 per

WFH setup allowance Rs. 10,000

Mental health sessions

Birthday and work anniversary gifts

Year-end corporate gift

Relocation support to Bangalore

Job summary

Within is seeking a Customer Support Manager to lead and evolve a scalable, AI-native support organization in Bangalore. You will own performance, escalations, metrics, capacity planning, and cross-functional partnership with Product and Engineering to continuously improve customer experience.

Ideal candidates will have a strong track record of leading enterprise support, coaching teams, and building preventive, automated processes while balancing people management with business outcomes.

Qualifications

• Experience leading customer support teams
• Ability to design scalable support processes
• Strong collaboration with product and engineering teams

Responsibilities

• Own the overall performance of the Customer Support function
• Manage escalations, support metrics, capacity and workforce planning
• Lead hiring, process design and customer experience
• Drive AI-native support strategy and automation to prevent recurring issues

Skills

Leadership

People management

Enterprise customer

Support metrics

AI-native strategy

Automation

Problem solving

Cross-functional

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.