Manager - AI Customer Experience

Cyncly; India; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Cyncly is seeking a Manager - AI Customer Experience in Pune, India (Hybrid) to drive AI-enabled customer support strategies across our SaaS products. You will lead cross-functional teams to design, implement, and continuously improve AI-powered workflows and live chat experiences.

You will own Zendesk AI deployments, measure impact with clear KPIs, and communicate progress to stakeholders. A pragmatic, hands-on leader with strong data orientation and excellent communication is essential.

Qualifications

• 5–10 years of experience in customer experience, support operations or customer success within a SaaS or software environment.
• Hands-on experience delivering AI, automation or self-service improvements that improved support outcomes.
• Experience with Zendesk Advanced AI, Intelligent Triage or conversational AI.

Responsibilities

• Lead the delivery of AI-enabled customer support initiatives across a broad software product portfolio.
• Identify high-value opportunities for AI triage, automation, deflection and self-service improvement.
• Work with support, product and operations teams to design, launch and improve AI-powered workflows.
• Own and optimise Zendesk AI capabilities, including intelligent triage, automation, knowledge integration and live chat experiences.
• Build strong working relationships with subject matter experts and stakeholders to turn ideas into measurable outcomes.
• Define success metrics, track performance and communicate progress, risks and opportunities clearly.

Skills

Customer experience

Support operations

Data orientation

Communication skills

AI concepts

Cross functional leadership

Tools

Zendesk

Freshdesk

Intercom

Salesforce Service Cloud

Job description

Job Title: Manager - AI Customer experience
Location: Pune, India (Hybrid)
Permanent - Full Time

Key Responsibilities

• Lead the delivery of AI-enabled customer support initiatives across a broad software product portfolio.
• Identify high-value opportunities for AI triage, automation, deflection and self-service improvement.
• Work with support, product and operations teams to design, launch and continuously improve AI-powered workflows.
• Own and optimise Zendesk AI capabilities, including intelligent triage, automation, knowledge integration and live chat experiences.
• Build strong working relationships with subject matter experts and business stakeholders to turn ideas into measurable outcomes.
• Define success metrics, track performance and communicate progress, risks and opportunities clearly to stakeholders.
• Champion practical, customer-focused use of AI that improves speed, consistency and quality of support.

Must Have

• Experience in customer experience, support operations, service delivery or customer success within a SaaS or software environment.
• 5 - 10 years of experience.
• A strong track record of delivering AI, automation or self-service improvements that have improved support outcomes.
• Hands-on understanding of support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud or similar.
• Ability to lead cross-functional work through influence, structure and credibility.
• Strong data orientation, with experience using support metrics to prioritise work and measure impact.
• Excellent communication skills, with the ability to explain AI concepts clearly to technical and non-technical audiences.
• A pragmatic, hands-on approach and a passion for improving the customer and agent experience.
• Experience with Zendesk Advanced AI, Intelligent Triage or conversational AI.

Nice to have

• Exposure to prompt engineering, knowledge management, AI agents or workflow automation.
• Experience working in a multi-product or global software organisation.