Customer Support & Automation Lead

Diffusely; United States; Hybrid; USD 9,400 - 16,000; Full time

Job summary

Diffusely is seeking a permanent Customer Support Automation Lead to transform our Care function in Bengaluru. This hands-on leadership role combines team management, operational excellence, automation, and AI adoption to build a scalable, data-driven support organization while preserving high customer satisfaction.

You will report to the Head of Customer Experience and Operations and collaborate with Product, Engineering, Sales, and Operations to communicate issues and drive improvements.

Qualifications

• Several years of experience in customer support, customer operations, or Care, including experience leading a support team.
• Strong hands-on experience with Zendesk is required, including workflows, triggers, views, macros, automations, reporting, or integrations.
• Practical experience using, testing, or implementing AI tools in a customer support environment.

Responsibilities

• Lead, coach, and develop the Care team, creating a culture of ownership, quality, and continuous improvement.
• Manage daily support operations, workload distribution, ticket prioritization, escalations, coaching, and performance reviews.
• Assess and improve support processes, workflows, tools, and team capabilities.
• Own the roadmap for support automation and AI adoption.
• Improve the use of Zendesk workflows, triggers, views, macros, automations, reporting, and integrations.
• Identify opportunities to automate or simplify repetitive support activities.
• Evaluate and implement AI-assisted capabilities such as response suggestions, ticket summaries, knowledge recommendations, translation, customer context consolidation, automated quality evaluation, and AI-powered support experiences.
• Maintain a structured knowledge base, including SOPs, troubleshooting guides, response templates, and escalation procedures.
• Define and monitor key support metrics, including response and resolution times, SLA compliance, customer satisfaction, backlog, escalation rate, automation rate, and quality scores.
• Use support data to identify recurring issues and turn insights into coaching, process, and product improvements.
• Act as the escalation point for complex or high-impact customer issues.
• Work with Product and Engineering to communicate recurring customer problems and follow technical issues through to resolution.
• Prepare regular support performance and improvement reports for the Head of Customer Experience and Operations.

Skills

People leadership

Customer experience

Data-driven decisions

Process improvement

Cross-functional collaboration

English communication

Tools

Zendesk

Make/Zapier integrations

AI tooling in support

Job description

We are looking for a permanent Customer Support Automation Lead to lead and transform our Care function.

This is a hands-on leadership role combining team management, operational excellence, automation, and AI adoption. You will help build a more scalable, efficient, and data-driven support organization while maintaining a high-quality customer experience.

You will report to the Head of Customer Experience and Operations, based in Paris, France, and work closely with Customer Success, Product, Engineering, Sales, and Operations.

The position is based in Bengaluru, India.

Key Responsibilities

• Lead, coach, and develop the Care team, creating a culture of ownership, quality, and continuous improvement.
• Manage daily support operations, workload distribution, ticket prioritization, escalations, coaching, and performance reviews.
• Assess and improve support processes, workflows, tools, and team capabilities.
• Own the roadmap for support automation and AI adoption.
• Improve the use of Zendesk workflows, triggers, views, macros, automations, reporting, and integrations.
• Identify opportunities to automate or simplify repetitive support activities.
• Evaluate and implement AI-assisted capabilities such as response suggestions, ticket summaries, knowledge recommendations, translation, customer context consolidation, automated quality evaluation, and AI-powered support experiences.
• Maintain a structured knowledge base, including SOPs, troubleshooting guides, response templates, and escalation procedures.
• Define and monitor key support metrics, including response and resolution times, SLA compliance, customer satisfaction, backlog, escalation rate, automation rate, and quality scores.
• Use support data to identify recurring issues and turn insights into coaching, process, and product improvements.
• Act as the escalation point for complex or high-impact customer issues.
• Work with Product and Engineering to communicate recurring customer problems and follow technical issues through to resolution.
• Prepare regular support performance and improvement reports for the Head of Customer Experience and Operations.

Required Experience and Skills

• Several years of experience in customer support, customer operations, or Care, including experience leading a support team.
• Strong hands-on experience with Zendesk is required, including workflows, triggers, views, macros, automations, reporting, or integrations.
• Proven experience improving support processes and operational efficiency.
• Practical experience using, testing, or implementing AI tools in a customer support environment.
• Strong understanding of support KPIs, SLAs, quality assurance, and customer experience measurement.
• Experience managing escalations and collaborating with Product, Engineering, Customer Success, or Sales.
• Excellent written and verbal communication skills in English.
• Ability to use data to identify problems and guide operational decisions.

Nice to Have

• Knowledge of HubSpot and/or Zoho.
• Experience with Zendesk AI, Copilot, AI agents, chatbots, Make, Zapier, APIs, or webhooks.
• Experience with knowledge management, technical support, SaaS products, or automated quality assurance.
• Experience in the automotive, marketplace, imaging, or AI industry.

Personal Qualities

• You are a people-focused leader with a hands-on, structured, and analytical mindset. You are curious about technology, comfortable challenging existing processes, and able to distinguish useful AI applications from unnecessary complexity.
• You take ownership from idea to implementation, communicate clearly with both frontline teams and senior stakeholders, and understand that automation should improve, not diminish, the customer experience.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.