Customer Support Manager

present of AI; India; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

present of AI seeks a Customer Support Manager to lead a support team, own response and resolution metrics, and manage escalations with calm, clear judgment.

The role emphasizes designing workflows that balance between human agents and AI, routing and triage automation, and coaching staff to improve performance while ensuring high-quality customer interactions.

Qualifications

• Experience leading a customer support team.
• Ability to design workflows between people and AI.
• Strong judgement on what to automate vs. what requires a human touch.

Responsibilities

• Own response and resolution metrics for the team.
• Manage escalations calmly and effectively.
• Plan capacity and coach team members for performance.

Skills

Support metrics

Capacity planning

Coaching

Job description

A Customer Support Manager typically needs a record of running a support team: owning response and resolution metrics, handling escalations calmly, planning capacity, and coaching people. A strong candidate brings process design skills and the judgment to decide which requests can be automated and which need a person. Because this company maps how work gets done and splits it between people and AI agents, comfort with that kind of tooling and with cross team work alongside Product and Engineering matters.

How it fits the AI era

Support management is shifting from counting tickets to designing how work flows between people and AI agents. AI can draft replies, sort requests and surface patterns, while judgment on escalations, coaching and customer trust stays human. The manager role becomes part process designer, part people lead, deciding what to automate and what to keep personal.

How it builds AI experience

This role offers hands on practice in routing and triage automation, using AI to draft and summarize support conversations, and measuring where automation helps or hurts. Building that experience means learning a support platform's automation features, running small pilots, and tracking resolution quality alongside speed. Familiarity with how AI agents are configured and reviewed is worth developing.

Worth showing

• Support metrics ownership
• Capacity planning
• Coaching and hiring

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.