Owns everything that happens after the agent says yes
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Positions 1 — Gurugram
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Reports to VP – B2B
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Team sales support executives
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Experience 7–12 years in customer success, post-sales or service delivery; team management
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essential
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Type Full time
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What the role is for
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Right now everyone talks to agents. Account managers take escalations, field sales chase stuck applications,
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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.
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It is the role the whole restructure depends on. If support does not genuinely absorb the day-to-day load,
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sales and AM will be pulled back into it within a quarter.
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What you will own
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— The entire post-sales support function — email, phone, WhatsApp and escalations
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— Response and resolution standards, and holding the team to them: first reply within 15 minutes in
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business hours
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— Resolution without escalation — the target is that 85% of agent queries are closed inside the support
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team and never reach Sales or AM
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— Daily online product demos for travel agents, booked through Calendly
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— NPS: run the programme, own the score, and act on what it tells you
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— Moving agents from offline applications to applying through their own portal login
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— The feedback loop into Operations and Product — log what agents are struggling with, get it prioritised,
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and follow it through to release. Raising the issue is not the job; the fix landing is the job
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— Managing, coaching and rostering a team of sales support
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What we are looking for
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— Has run a support or customer success team, not just worked in one
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— Comfortable setting SLAs and enforcing them without souring the team
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— Can hold their ground with Product and Ops — a valuable part of this role is making sure agent problems
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actually get fixed
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— Structured about measurement: knows what to count and reports it without being asked
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— Calm on escalation calls; agents will reach this person when they are already unhappy
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Good to have
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— Travel, OTA or visa industry background
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— Experience running NPS or a comparable voice-of-customer programme
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— Has been part of a CRM or support-tooling rollout
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How this role will be judged
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In the first quarter, on one number above all others: the share of agent queries resolved inside the support
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team without reaching Sales or an Account Manager. Everything else follows from that.