Customer Support Lead

About Within

Tldr on us

Series B, $91M raised, 7x growth last year.

Digital Transformation gave rise to a $600B consulting Industry. AI Transformation will be 10x bigger and will be delivered through agents. We built that.

Our AI discovers how work actually happens across every team and application, Structures it into a living Context Graph, and Improves it continuously.

ServiceNow mapped 900+ processes in 9 days. DoorDash captured 3,800+ finance operations in 14 weeks. That's not a project. That's compounding intelligence.

OpenAI, Google, DoorDash, and Stripe use Within to transform how they transform. We shipped GPT-4 document chat within 12 hours of OpenAI's API launch.

We move fast, reward agency, and care deeply about our customers, our team, and our mission.

The Role

The Customer Support Lead is expected to act as a senior individual contributor within the Customer Support organization while also providing day-to-day leadership and guidance to Customer Support Executives. The Lead should be capable of personally handling complex customer issues while simultaneously improving the effectiveness of the broader support team. The role requires someone who can move beyond reactive ticket resolution and identify systemic opportunities to reduce recurring issues through root-cause analysis, better documentation, self-service, automation, AI, and stronger collaboration with Product and Engineering.

Core Capabilities We Are Hiring For

Enterprise B2B SaaS customer support

Complex troubleshooting and escalation ownership

Customer obsession and communication

Root-cause analysis and ticket prevention

AI/automation orientation

Coaching and mentoring

Cross-functional collaboration

Ownership and execution

About our Benefits

Equity (ESOPs) in addition to competitive cash compensation (CTC)

Group medical insurance for you and your family

Personal accident and Term Life Insurance for the employee only

Paid Parental leave

Annual learning fund of Rs. 10,000 per year

Monthly fitness benefit of Rs. 14,000 per year

One-time WFH set up allowance of Rs. 10,000

Free Mental Health session with a therapist

Birthday and work anniversary Gift voucher

Year-end corporate gift

Relocation support to Bangalore, India

Provident Fund (PF) and statutory benefits as per Indian law

Hybrid work from our Bangalore office, with office-related perks

Within is an equal opportunity employer. Within provides equal employment opportunities to all employees and applicants for employment without regard to race, caste, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, or marital status.