? Location: Chennai | Hybrid, 3 WFO + 2 WFH

? Experience: 5+ Years

? Company: AI-powered FinTech Startup

? US Shift: 3 PM – 12 AM IST (5.30 AM – 2.30PM EST) when there's client calls - Versatile

Hiring a
Support Lead
to
own, scale, and evolve our customer support function
as we grow in volume and complexity.

This role goes beyond managing tickets. You will be responsible for:
- End-to-End ownership of Support Emails & Chats for
Tier 1 & Strategic Accounts,
- Providing proactive, live assistance over calls to our marquee customers as needed,
- Maintaining S
upport Quality under rising ticket load
,
- Driving a
tight feedback loop between Support and Product/Delivery Teams,
- Reducing repeat work via
AI, Automation & Product improvements

The Support Lead will oversee a small but high‑impact team and act as the
single owner of support system architecture
, ensuring that operations scale without compromising customer trust.

Key Responsibilities

1. Support Operations & Quality Ownership
- Own end‑to‑end support operations during the
3 PM – 12 AM shift
,



including queue health, response quality, and SLA adherence.
- Ensure support agents can
interpret, explain, and resolve issues thoughtfully
, even under high ticket volumes.
- Step in hands‑on for complex or high‑impact customer issues when required.
- Monitor core metrics & quality signals such as:
- Response time & FCR,
- Resolution time,
- JIRA Escalation frequency,
- Re‑open rates,
- CSAT,
- Tone and clarity of responses

2. Ticket Taxonomy, Trends & Volume Management
- Maintain and continuously refine
ticket categorization and issue taxonomy
based on real customer patterns (e.g., clarification, manual request, bank config bugs, feature bugs).
- Analyze weekly and monthly ticket trends to:
- identify repeatable issues,
- isolate top drivers of volume,
- distinguish one‑off edge cases from systemic problems.
- Use data to proactively recommend:
- automation opportunities,
- documentation gaps,
- product fixes.

📌 Support Lead (Chennai)
🏢 Soch Street
📍 Chennai