Description
This role is for one of Weekday’s clients

Min Experience: 9+ years
Location: Pune, Maharashtra, India
JobType: full time

Requirements
The core responsibilities for the job include the following:

Support operations:
- Run the daily heartbeat from Pune on a US shift: staffing, queues, SLAs, escalation, on-call, and weekend coverage aligned to US clinic hours.
- Own CSAT, first-response time, time-to-resolution, deflection rate, reopen rate, and ticket-to-MRR ratios. Hit your numbers and publish them.

Customer cadence:
- Design and run the cadence model: daily standups with top accounts, weekly health reviews, monthly business reviews for strategic clinics, and quarterly executive check-ins. Decide which clinics get high-touch vs tech-touch and instrument the difference.
- Own the escalation bridge into product and engineering when something is on fire.

AI-enabled support:
- Treat AI as a co-worker on every queue. Build, deploy, and continuously tune AI agents (Claude, Cowork plugins, and internal tooling) for ticket triage, draft replies,



knowledge retrieval over SOAP and billing workflows, post-call summarisation, and self-serve deflection.
- Set targets for AI deflection and AI-assisted handle time, and move them quarter over quarter.
- Partner with the AI/Platform team to ship support-specific agents that touch real Spry data (charges, SOAP notes, schedules).

Knowledge and enablement:
- Own the knowledge base as a living product. Make it the single source of truth for both humans and AI agents.
- Drive a culture where every novel ticket becomes an article, every article is testable, and our agents (human and AI) measurably get smarter every week.

Team building:
- Hire, coach, and grow a multi-shift team of support specialists, billing-savvy reps, clinical-aware reps, and AI ops engineers.
- Build career ladders. Run a tight performance bar. Be the kind of leader people refer their best friends to work for.

Voice of customer:
- Be the loudest, mo

📌 Head Of Customer Support (Pune)
🏢 Weekday AI
📍 Pune