Senior Manager — Sales Support

Visa2Fly; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Visa2Fly is hiring for a Senior Sales Support / Customer Success lead in Gurugram. You will own the end-to-end post-sales support function across multiple channels and drive adherence to response and resolution standards.

You will manage a team, coordinate with Product and Operations, and push for fix-led improvements. Prior experience leading CS teams and setting SLAs is essential for success in this role.

Qualifications

• Has run a support or customer success team, not just worked in one.
• Comfortable setting SLAs and enforcing them without souring the team.
• Can hold their ground with Product and Ops, ensuring fixes are delivered.

Responsibilities

• Own the entire post-sales support function including email, phone, WhatsApp and escalations.
• Set and monitor response standards; aim for first reply within 15 minutes during business hours.
• Drive resolution without escalation; target 85% of queries closed within the support team.
• Conduct daily online product demos for travel agents via Calendly.
• Run the NPS programme, own the score, and act on feedback.

Skills

Customer success leadership

Team management

SLA setting

Escalation handling

Stakeholder management

Tools

CRM software

Job description

Owns everything that happens after the agent says yes

Positions 1 — Gurugram

Reports to VP – B2B

Experience 7–12 years in customer success, post-sales or service delivery; team management

Type Full time

What the role is for

Right now everyone talks to agents. Account managers take escalations, field sales chase stuck applications,

and nobody is in the market long enough to sell. This role ends that. Sales Support becomes the single front door for every agent query, and this person owns it.

It is the role the whole restructure depends on. If support does not genuinely absorb the day-to-day load,

sales and AM will be pulled back into it within a quarter.

What you will own

• The entire post-sales support function — email, phone, WhatsApp and escalations
• Response and resolution standards, and holding the team to them: first reply within 15 minutes in business hours
• Resolution without escalation — the target is that 85% of agent queries are closed inside the support team and never reach Sales or AM
• Daily online product demos for travel agents, booked through Calendly
• NPS: run the programme, own the score, and act on what it tells you
• Moving agents from offline applications to applying through their own portal login
• The feedback loop into Operations and Product — log what agents are struggling with, get it prioritised, and follow it through to release. Raising the issue is not the job; the fix landing is the job
• Managing, coaching and rostering a team of sales support

What we are looking for

• Has run a support or customer success team, not just worked in one
• Comfortable setting SLAs and enforcing them without souring the team
• Can hold their ground with Product and Ops — a good part of this role is making sure agent problems actually get fixed
• Structured about measurement: knows what to count and reports it without being asked
• Calm on escalation calls; agents will reach this person when they are already unhappy

Good to have

• Travel, OTA or visa industry background
• Experience running NPS or a comparable voice-of-customer programme
• Has been part of a CRM or support-tooling rollout

How this role will be judged

In the first quarter, on one number above all others: the share of agent queries resolved inside the support

team without reaching Sales or an Account Manager. Everything else follows from that.