AiSensy
Website:
aisensy.com
Job details:
About AiSensy
AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 210,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.
- 800+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
- Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
- Businesses drive 25–80% of revenues using AiSensy
- Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors
The Opportunity
- Work with a dynamic, fast-growing team obsessed with customer happiness.
- Gain hands-on experience in building and optimising support systems and processes.
- Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
- Be part of a mission-driven startup shaping the future of WhatsApp-led engagement
Responsibilities
- Build and lead a high-performing Customer Support team across live chat, email, and phone/video channels.
- Hire, onboard, and continuously train agents to handle technical and product-related queries with speed and accuracy.
- Develop and implement SOPs, escalation paths, and knowledge bases for consistent query resolution.
- Monitor and improve key metrics such as CSAT (Customer Satisfaction Score), FRT (First Response Time), and overall resolution rate.
- Conduct regular quality audits and technical troubleshooting sessions to maintain world-class service standards.
- Collaborate closely with Product & Tech teams to escalate and resolve bugs or platform issues, and to feed customer insights back into product development.
- Create quick dashboards and actionable data insights to track trends, agent performance, and process gaps for continuous improvement.
- Oversee workforce planning and scheduling to meet the needs of a high-volume SaaS environment.
- Foster customer delight by converting positive experiences into social media testimonials and reviews.
- Ensure every customer conversation is thoroughly resolved and properly documented.
Qualifications
- 8-12 years of proven experience in Customer Support/Customer Success leadership, preferably in SaaS, B2B, or product-based orgs.
- Strong track record of building and scaling multi-channel support teams (live chat, email, phone/video).
- Ability to analyze and visualize support data, hands-on with tools like Excel/Google Sheets, SQL, or analytics/BI tools (e.g., Metabase, Looker, Tableau) to create quick dashboards and performance reports.
- Solid understanding of technical troubleshooting for web-based platforms, APIs, or integrations.
- Familiarity with support tools and CRMs (e.g., Intercom, Freshdesk, Zendesk) and automation workflows.
- Excellent communication and team leadership skills, with the ability to coach and inspire.
- Process-driven mindset with expertise in designing SOPs, quality control systems, and knowledge bases.
- Customer-first attitude with a passion for solving problems and turning feedback into brand advocacy.
- Location: Open to work full-time from AiSensy’s Gurugram office.
Why Join Us?
- Be part of a supportive and innovative environment that values growth.
- Opportunity to lead impactful projects and shape customer experiences in a scaling organisation.
- Directly contribute to the success of brands, generating a large share of revenues via AiSensy.
- Grow your career in a company where customer satisfaction is the top priority
Click on Apply to know more.