Customer Support Manager

Klarity; India; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Equity (ESOPs) in addition to cash

Group medical insurance for you and aff

Personal accident and Term Life 保险 for

Paid Parental leave

Annual learning fund of Rs. 10,000 per

Monthly fitness benefit of Rs. 14,000

One-time WFH set up allowance of Rs. 0

Free Mental Health session with a a-

Birthday and work anniversary Gift

Year-end corporate gift

Relocation support to Bangalore, India

Provident Fund (PF) and statutory bene

Hybrid work from our Bangalore office,

Job summary

Within is seeking a Customer Support Manager to own the performance and evolution of the Customer Support function. You will build a scalable, AI-native support organization, identify recurring issues, and partner with Product and Engineering.

Responsibilities include managing team performance, escalations, metrics, capacity planning, hiring, process design, and enhancing customer experience through automation and proactive problem-solving.

Qualifications

• Experience leading a customer support team.
• Ability to design scalable support processes and metrics.
• Experience with AI-native support strategies is a plus.

Responsibilities

• Own the performance and evolution of the Customer Support function.
• Manage escalations, capacity planning, and coaching of the team.
• Partner with Product, Engineering and other functions to improve support outcomes.

Skills

People management

Escalation management

Cross-functional leadership

Support metrics

Automation strategy

AI-native strategy

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.