About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 100,000+ 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.

400+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy.

Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more.

Businesses drive 2580% 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 AiSensys 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.