Job DescriptionSenior Manager — Sales Support

NOwns everything that happens after the agent says yes

NPositions 1 — Gurugram

NReports to VP – B2B

nTeam sales support executives

NExperience 7–12 years in customer success, post-sales or service delivery;

team management

nessential

NType Full time

nWhat the role is for

NRight now everyone talks to agents. Account managers take escalations, field sales chase stuck applications,

Nand 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.

NIt is the role the whole restructure depends on. If support does not genuinely absorb the day-to-day load,

Nsales and AM will be pulled back into it within a quarter.

NWhat you will own

n— The entire post-sales support function — email, phone, WhatsApp and escalations

N— Response and resolutionstandards, and holding the team to them: first reply within 15 minutes in

Nbusiness hours

n— Resolution without escalation — the target is that 85% of agent queries are closed inside the support

Nteam and never reach Sales or AM

N— Daily online product demos for travel agents, booked through Calendly

N— NPS: run the programme, own the score, and act on what it tells you





N— Moving agents from offline applications to applying through their own portal login

N— The feedback loop into Operations and Product — log what agents are struggling with, get it prioritised,

Nand follow it through to release. Raising the issue is not the job;

the fix landing is the job

N— Managing, coaching and rostering a team of sales support

NWhat we are looking for

N— Has run a support or customer success team, not just worked in one

N— Comfortable setting SLAs and enforcing them without souring the team

N— Can hold their ground with Product and Ops — a positive part of this role is making sure agent problems

Nactually get fixed

n— Structured about measurement: knows what to count and reports it without being asked

N— Calm on escalation calls;

agents will reach this person when they are already unhappy

NGood to have

n— Travel, OTA or visa industry background

N— Experience running NPS or a comparable voice-of-customer programme

N— Has been part of a CRM or support-tooling rollout

NHow this role will be judged

NIn the first quarter, on one number above all others: the share of agent queries resolved inside the support

Nteam without reaching Sales or an Account Manager. Everything else follows from that.

📌 Senior Manager -- Sales Support (India)
🏢 Visa2fly
📍 India