Quick highlights

Your mission: Customers get the results we promised as we grow

Your scope: Run Onboarding, Customer Success and Customer Support. You own their results, people and capacity

Your starting point: Do each job yourself. Map the skills. Hire, train and coach the team

Your scorecard: Successful launches, automation, retention, support quality and delivery cost

Location: Bengaluru. In office

Reports to: CEO

About Richpanel

Richpanel is the AI helpdesk for ecommerce.

Brands hire an AI support team that resolves routine questions. Their people handle the moments that need judgment.

We are profitable, backed by Sequoia and serve 3,000+ brands.

About The Role

A customer signs because we promise a result. You run the team that delivers it.

You lead Onboarding, Customer Success and Customer Support. Our support team serves the brands using Richpanel.

Start by doing each job yourself. Set up the AI, run onboarding, manage accounts and resolve support issues. Learn what good work takes before deciding who to hire.

Map the skills, assess the team and close the gaps. Hire people, train them on real work and verify they can perform independently.

Keep enough trained capacity across all 3 functions as we grow. Coach weak work and measure whether it improves.

What You Will Own

Customers reach the promised result

Run migration, policy setup, AI configuration, testing and customer training

Give each new customer a named owner through launch and hypercare

Inspect conversations and actual actions. Verify the result before calling work complete

Keep answer quality and customer effort visible beside automation

Customers stay and grow

Own adoption, account health, renewals and expansion

Give every account an owner, agreed outcomes and a next step

Intervene when usage falls, results stall or a champion leaves

Coach CSMs using account reviews, customer calls and renewal outcomes

Customers get support they can rely on

Own coverage, response times, resolution times, backlog and escalations

Diagnose whether an issue comes from policies, setup, tools or the product

Give Engineering usable evidence for product fixes. Keep the customer informed and verify recovery

Review ticket quality, reopens and customer satisfaction. Fix recurring problems

The team can do the work

Map each role's tasks, skills and quality standards

Assess the team. Separate skills we can teach from judgment needed when hiring

Build hiring scorecards and practical tests. Recruit and select people against them

Train through supervised work.



Verify readiness before assigning independent customer ownership

Coach with examples, reassess the work and address persistent underperformance

Capacity keeps pace with demand

Forecast launches, account workload and support volume separately

Include complexity, coverage, leave, training and rework in staffing plans

Track productive workload, quality and cost by function

Hire before customers feel the gap. Improve the work when extra people would hide a recurring failure

Own the delivery headcount plan and budget within agreed limits

Sales owns selling. Engineering owns product fixes. You own delivery across those handoffs, including customer follow-through until the problem is resolved.

The results you own

Implementation: Deliver the contractual guarantee of 50% automation within 30 days. Work toward 70% within 60 days

Retention: Work toward 85% gross revenue retention and 120% net revenue retention overall. The targets for customers paying $1,000+ monthly are 90% and 130%

Support: Establish the baseline and agree service targets. Track response, resolution, backlog age, satisfaction and repeat problems

Team: Track hiring quality, time to independent work, coverage and performance

Economics: Keep delivery capacity within the agreed budget and track cost to serve

Gross retention excludes expansion. Net retention includes it. These are operating targets, separate from the contractual automation guarantee.

Requirements

Evidence we look for

You have owned customer delivery, support or success at a growing software company

You have built and managed teams across more than one customer function

You learned the work yourself before hiring people to do it

You can show how you mapped skills, hired people and trained them to work independently

You improved weak employee work through specific coaching. You can also explain a hire that failed

You can reconstruct a launch failure, customer recovery or retention result with numbers and dates

You plan staffing using workload and complexity. You can explain where an estimate was wrong

You use AI in daily work and verify its output

You write clear instructions,



give direct feedback and handle difficult customer conversations

You can begin before the full team exists and train others to run the work

You need enough technical fluency to diagnose customer issues and work with Engineering. Writing production code is not the role.

Benefits

Your first 30 days

Do representative work across all 3 functions

Establish starting numbers for customer outcomes, workload, quality and cost

Map skills, assess gaps and agree hiring priorities

Identify the biggest delivery failure and start fixing it

Your first 60 days

Put launch and hypercare playbooks into use

Run delivery reviews across onboarding, account health and support

Hire and train against the skill gaps. Make readiness decisions from observed work

Show an improvement from coaching and a reduction in repeat failures

Your first 90 days

Run the teams within agreed authority

Use a capacity forecast to assign work and plan hiring

Show customer quality and team performance against the starting numbers

Have trained coverage so routine delivery can run without founder intervention

Why join Richpanel

You shape how customers get results from AI. You report to the CEO and lead the team responsible for delivering the promise made in every sale.

Compensation

Fixed salary: 60,00,000 to 80,00,000 per year, based on experience

Target bonus: 20% of fixed, tied to the agreed operating scorecard

Target cash compensation: 72,00,000 to 96,00,000 per year

ESOPs: 0.5% to 1.0%. Four-year vesting with a one-year cliff

Benefits: Paid time off, learning support, company offsites, health cover and the equipment you need

Interview process

Discuss a delivery team you built and the results you owned

Work through a customer problem and show how you would handle it yourself

Build a skill map, coach a work sample and defend a capacity plan

Meet the people you would work with. Complete a founder conversation and references

Apply for the role

Tell us:

Describe a customer function you personally ran. What work did you do yourself, what was the starting number and what improved

Walk through a team you built. How did you map skills, assess gaps, hire and train people How did you verify they were ready

Show a capacity decision you made. Include workload, team size, complexity, cost and the effect on customer outcomes

Describe a failed launch, at-risk account or support incident you owned. What did you do for the customer What changed afterward

Please separate your own work from the team's results.

📌 Executive Delivery Director (Bengaluru)
🏢 Richpanel
📍 Bengaluru