Senior Manager — Sales Support
Owns everything that happens after the agent says yes
Positions 1 — Gurugram
Reports to VP – B2B
Team sales support executives
Experience 7–12 years in customer success, post-sales or service delivery; team management
essential
Type Full time
What the role is for
Right now everyone talks to agents. Account managers take escalations, field sales chase stuck applications,
and nobody is in the market long enough to sell. This role ends that. Sales Support becomes the single front door for every agent query, and this person owns it.
It is the role the whole restructure depends on. If support does not genuinely absorb the day-to-day load,
sales and AM will be pulled back into it within a quarter.
What you will own
— The entire post-sales support function — email, phone, WhatsApp and escalations
— Response and resolution standards, and holding the team to them: first reply within 15 minutes in
business hours
— Resolution without escalation — the target is that 85% of agent queries are closed inside the support
team and never reach Sales or AM




— Daily online product demos for travel agents, booked through Calendly
— NPS: run the programme, own the score, and act on what it tells you
— Moving agents from offline applications to applying through their own portal login
— The feedback loop into Operations and Product — log what agents are struggling with, get it prioritised,
and follow it through to release. Raising the issue is not the job; the fix landing is the job
— Managing, coaching and rostering a team of sales support
What we are looking for
— Has run a support or customer success team, not just worked in one
— Comfortable setting SLAs and enforcing them without souring the team
— Can hold their ground with Product and Ops — a positive part of this role is making sure agent problems
actually get fixed
— Structured about measurement: knows what to count and reports it without being asked
— Calm on escalation calls; agents will reach this perso

📌 Senior Manager — Sales Support (Gurugram)
🏢 Visa2fly
📍 Gurugram