Job DescriptionCompany Description Swades AI is India's first dedicated AI R&D; lab, focused on converting foundational research in AI, large language models, and computer vision into real-world solutions.

The organization is driven by a mission to make AI accessible, practical, and beneficial across sectors in India and beyond.

Teams at Swades AI work on cutting-edge technologies while collaborating closely with partners and users to solve impactful problems.

The company offers an environment where professionals can contribute to shaping the future of AI technology and see their work deployed at scale.

Role Description As we grow, support is running on shared inboxes and heroics.

This role moves it to a real system — SLAs, quality standards, and explicit escalation — so customers get consistent service and engineers stop getting pulled in.

What you'll own: System & standards — Implement a ticketing platform with every channel routed in, and retire the shared-inbox model.

Define and publish SLAs and priority levels.

Build macros and a knowledge base from the tickets that actually recur.





Quality & team — Run QA scorecards on support interactions and coach the team.

Train our existing junior support team on process and tone.

Report weekly support metrics: volume, first-response time, resolution time, and CSAT.

The critical boundary — Draw and enforce the line between a support ticket and an engineering escalation, with a defined handoff.

This is the fix for engineers getting pulled into support.

First 90 days: ticketing live with all channels consolidated; SLA policy published and being met; top macros and first knowledge-base articles written; QA scorecard in use; and a support engineering escalation path defined and working.

You'll know it's working when customers get consistent response times, common issues are self-served or handled by macros, and engineers only see the genuine escalations that need code.

Scope: this role owns support operations and quality.

Genuine code-level issues escalate to engineering through the defined path — not by grabbing an engineer.

📌 Customer Support Lead (India)
🏢 Swades AI
📍 India