Customer Success Lead

• Own and manage client onboarding, including technical setup and integration guidance
• Act as the escalation point for complex technical and product issues
• Ensure smooth day-to-day support operations across tickets and live channels
• Collaborate closely with Product and Engineering teams to resolve bugs and feature gaps
• Create and maintain support processes, SOPs, and help assets such as FAQs and knowledge base articles
• Track and improve key customer success metrics, including First Response Time, TAT, Resolution SLA, and CSAT
• Review support quality and guide the team on best practices and improvements
• Share customer feedback and insights to drive product and experience improvements
• Support organizational initiatives such as training, internal documentation, and process audits
• Lead, mentor, and train junior customer success team members, ensuring consistent service quality
• Handle escalations and resolve complex customer issues effectively

• Bachelor’s degree in Computer Science, IT, Engineering, or a related field
• 5 to 7 years of experience in Customer Success or Technical Support roles within a SaaS product-based company
• Strong hands-on experience with APIs and Webhooks
• Experience using HubSpot for CRM and ticket management
• Ability to troubleshoot technical issues and integrations end-to-end
• Experience managing and mentoring an existing support or CS team
• Strong process building and documentation skills
• Excellent written and verbal communication skills

Prior exposure to WhatsApp API or chatbot platforms

• Be the voice of customers for a fast-growing AI SaaS product
• Work with global clients and cutting-edge technology
• Growth-oriented culture with opportunities to upskill
• Collaborative team environment with knowledge-sharing at its core
• Flexible work hours and a strong work-life balance