17 Aug
|
Consultbae India
|
Bengaluru
17 Aug
Consultbae India
Bengaluru
Head of Customer Support
Hebbal, Bangalore
The Role
We are hiring a Head of Customer Support to build our support function from the ground up. This is a founding-member role: there is no existing playbook, team, or tooling — you will define all of it. Our customers are technical and operationally sophisticated — fleet operators, MSMEs, energy storage providers, banks, insurers, and financial services firms — and our product sits deep in mission-critical infrastructure. Support here is not ticket triage; it's a trust function for customers whose battery uptime directly affects their revenue.
What You'll Do
• Design and build the support function from scratch — processes, tooling, SLAs, escalation paths, and knowledge base — for a technical B2B product.
• Hire, train, and lead the founding support team as the company scales beyond private preview.
• Own resolution of technical issues involving battery data, integrations, and platform behavior — working directly with engineering on complex or systemic issues.
• Build relationships with power users across fleet operators,
MSMEs, and financial institutions, understanding their operational context well enough to anticipate issues before they're raised.
• Define and track the metrics that matter — response time, resolution time, CSAT, and escalation rate — and report them to leadership.
• Create a feedback loop between customers and product/engineering, ensuring recurring issues turn into roadmap input, not repeated tickets.
• Select and implement support tooling (helpdesk, knowledge base, in-app support) with a frugal, pragmatic, open-source-friendly approach.
• Develop self-serve resources — documentation, FAQs, onboarding guides — to reduce repetitive load as the customer base grows.
What We're Looking For
• Founding/0→1 experience: has built a support function from scratch at a B2B SaaS company, not just operated within an existing one.
• B2B SaaS background: proven experience supporting technical, enter
📌 Head of Customer Support (Bengaluru)
🏢 Consultbae India
📍 Bengaluru