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Jeeva.ai - Customer Support Lead

Jeeva.ai - Customer Support Lead

Jeeva AIPune, India
20 days ago
Job description

Please note : This is an on site position in Kharadi, Pune.

Timings : 6 : 30 PM 3 : 30 AM.

Remote / Hybrid options are not available.

Notice Period Immediate joiners or those with a maximum notice period of 30 days are preferred.

Were a fast-growing AI startup with a fast-paced, ambitious culture.

Our team often works long hours (at times 12 hours a day, 6 days a week), similar to other high-growth tech companies.

If you thrive in this kind of environment, wed love to hear from you!.

About Jeeva AI.

Jeeva AI is a superhuman Agentic AI that takes the grunt work out of sales, autonomously discovering and enriching high intent leads, crafting hyper personalized outreach, managing smart follow-ups, and handling objections so your reps focus on what they do best : closing deals.

Trusted by 500+ B2B companies to generate over $50 M in pipeline, Jeeva delivers a consistent 24 / 7 revenue engine and gives you 50 qualified prospects free during your demo.

As a dynamic startup we are backed by Alt Capital (founded by Jack Altman & Sam Altman), Marc Benioff (CEO Salesforce), Gokul (Board Coinbase), Bonfire (investors in ChowNow), Techstars (investors in Uber), Sapphire (investors in LinkedIn), Microsoft with $4.5M ARR in just 9 months after launch, were not just growing were thriving and making a significant impact in the world of artificial intelligence.

Job Description :

  • Lead day-to-day support operations, ensuring timely and effective responses across all channels.
  • Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.
  • Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.
  • Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.
  • Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.
  • Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.
  • Own feedback loops, relaying bugs, feature requests, and customer insights to internal teams.
  • Support onboarding and retention, ensuring users have the guidance they need during key milestones.
  • Help scale support systems and processes as the company grows.

What You Bring :

  • 4+ years in customer support or technical support, with at least 12 years in a lead or senior role (preferably in SaaS / startups).
  • Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.
  • Proven ability to troubleshoot technical issues and guide others through solutions.
  • Experience with tools like Intercom or Zendesk.
  • Analytical mindset - you track performance, identify bottlenecks, and optimize for efficiency.
  • A calm, empathetic, and proactive approach to problem-solving and customer interactions.
  • A passion for improving customer experience and contributing to product and process enhancements.

    • (ref : iimjobs.com)

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    Customer Support • Pune, India