Company Description BeatRoute is the world's only Goal-Driven AI platform for retail sales and distribution. It is an enterprise-grade, scalable platform that uses a unique Goal-Driven AI to deliver measurable business impact for brands in their retail sales and distribution channels. Worldwide, retail and distribution businesses, such as FMCG, consumer goods, and building materials face the difficult choice of implementing risky and costly development projects on development platforms. BeatRoute currently serves 200+ enterprise brands in 20+ countries, with 100K+ users across India, South Asia, and Africa in 10 industry verticals.

BeatRoute is hiring high-agency, problem-solving professionals for the role of Lead Support Engineer. This is not a conventional support role. You will work at the intersection of customers, product, and business, while leading a team of support engineers and driving operational excellence across customer support functions. This role is designed for candidates who want to grow into Customer Success, Consulting, and business-facing leadership roles in a quick-scaling SaaS workplace.
We are building a world-class, high-performance Support organization.



Lead and mentor a team of support engineers to deliver high-quality customer outcomes
Drive accountability and SLA adherence across the support function
Communicate solutions clearly to non-technical users without creating confusion
Collaborate closely with Product, Engineering, and Customer Success teams
Continuously improve support processes, operational efficiency, and customer experience
Demonstrate measurable improvements in team productivity, resolution quality, and customer satisfaction
5+ years of experience in Customer Support / SaaS Support / Customer Operations

- Prior experience leading or mentoring support teams
- Exceptional communication skills in English and Hindi - clear, structured, and confident
- Ambition to grow into Customer Success / Consulting / Business leadership roles

Experience in B2B SaaS environments
Experience improving support processes, SLAs, or customer satisfaction metrics
Not a passive, script-based support job
Competitive salary with performance-linked upside
Fast-track career growth into Customer Success / Consulting leadership roles
Strong performance culture — results matter more than tenure

📌 Retail Support & Customer Service Coordinator (Gurugram)
🏢 BeatRoute
📍 Gurugram