NeoSapien
Website:
neosapien.xyz
Job details:
About NeoSapien
NeoSapien is building Neo1, a wearable personal AI assistant that helps users capture, organize, and search their real-world conversations. We are a fast-growing AI hardware startup, and customer support is a critical part of the product experience.
Role Description
We are looking for a Support Lead to own customer support across India and, over time, international customers as well. This is an early-stage role, so we need someone who is comfortable with messy systems, unclear edge cases, product bugs, logistics issues, and rapidly changing processes.
Responsibilities
- Handle customer queries across email, WhatsApp, calls, Freshdesk, Amazon, and social channels
- Resolve issues related to device setup, app usage, connectivity, deliveries, returns, refunds, and replacements
- Manage escalations from customers calmly and clearly
- Coordinate with product, tech, logistics, and operations teams to close issues
- Create and improve support SOPs, FAQs, macros, tags, and escalation flows
- Track common customer issues and share insights with product and ops teams
- Maintain basic support metrics like response time, resolution time, open tickets, repeat issues, and refund/return reasons
- Support US/international customers as we expand, including some late-evening escalations when needed
Requirements
- 2-4 years of customer support, customer success, or support operations experience
- Experience in an early-stage startup, D2C brand, consumer tech, hardware, or fast-growing Indian company
- Comfortable working in chaotic, high-ownership environments
- Strong written and spoken English
- Ability to explain product or technical issues simply
- Good judgment on when to solve, escalate, or push back politely
- Comfortable with tools like Freshdesk, WhatsApp Business, Shopify, Amazon Seller Central, Google Sheets, or similar tools
- Experience with US or international customers is a plus
- Hindi and other Indian language fluency is a plus
Good to Have
- Experience with hardware, IoT, wearables, or app-connected products
- Experience with returns, replacements, refunds, and logistics coordination
- Experience setting up support workflows from scratch
- Familiarity with Shopify, Amazon, Shiprocket, Delhivery, Bluedart, or similar tools
Why Join
You will help build the customer experience function at an early-stage AI hardware company. This is a high-ownership role for someone who wants to solve real customer problems while building support systems from the ground up.
Click on Apply to know more.