Company Description Jio Haptik is a leading AI-powered customer experience platform that has been innovating since 2013, processing over 10 billion conversations and 10 million transactions across more than 10 channels in 135 languages for 500+ enterprises. The company helps brands adopt Generative AI to deliver end-to-end customer experiences at scale, through its two core products: Contakt for enterprises and Interakt for SMEs. Haptik is recognized as a Category Leader by platforms such as Gartner, G2, and Opus Research, and has received awards including “Tech Startup of the Year” in AI and a gold medal for “Best Chat & Conversational Bot.” Its client portfolio includes prominent brands such as Jio, Paytm, Adani, Paisabazaar, Puma, and Whirlpool.

Applicants can expect to work with cutting-edge AI technologies in a fast-growing, award-winning environment.

Role Description The Customer Support Lead role is a contract, on-site position based in Goregaon. The individual in this role will oversee day-to-day customer support operations, ensuring timely resolution of queries and high levels of customer satisfaction.

Responsibilities include managing and mentoring support team members, monitoring performance metrics, and implementing process improvements to enhance service quality.

The Customer Support





Lead will collaborate closely with technical and product teams to address complex issues, escalate critical cases, and provide feedback for product enhancements. The role also involves preparing reports, analyzing support trends, and contributing to best practices that align with Haptik’s standards for customer experience.

Qualifications

- Robust Customer Support and Customer Satisfaction skills, with experience leading support teams for 8–9 years.
- Excellent Interpersonal Skills, including the ability to communicate clearly, manage stakeholders, and build trust with customers and team members.
- Hands-on Technical Support experience, with the ability to understand product functionality and troubleshoot issues in collaboration with technical teams.
- Robust Analytical Skills for interpreting support data, identifying patterns, and recommending operational improvements.
- Proven experience in customer experience or support leadership roles, preferably in technology or SaaS environments.
- Ability to work on-site in Goregaon and collaborate effectively in a fast-paced, cross-functional setting.
- Exposure to AI, chatbot, or conversational platforms is an advantage.
- Bachelor’s degree in a relevant field such as Business, IT, or Communications, or equivalent professional experience.

📌 Customer Support Lead 8-9 years (Goregaon)
🏢 Haptik
📍 Goregaon