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Within is a Series B AI company ($91M raised, 7x growth YoY) that helps enterprises transform operations through AI agents. The company has built a platform that discovers how work actually happens across teams and applications, structures it into a living Context Graph, and continuously improves it. Customers include OpenAI, Google, DoorDash, and Stripe.
The Customer Support Manager will lead and scale Within's customer support function. This is a people management role with broad organizational responsibility. You will own team performance, hiring, coaching, and process design while driving an AI-native support strategy that systematically identifies and prevents recurring customer problems rather than just resolving tickets reactively.
Key responsibilities include:
- Building and managing a high-performing support team
- Owning support metrics, operational rigor, and capacity/workforce planning
- Managing enterprise customers and escalations
- Designing and implementing automation and ticket-prevention strategies
- Partnering cross-functionally with Product, Engineering, and other teams to solve systemic customer issues
- Creating a scalable support organization that leverages AI to improve customer experience
- Coaching team members and driving continuous improvement
The role requires someone who thinks beyond traditional support management—you should be comfortable with AI-native approaches, automation, and using data to drive systemic improvements rather than just managing volume.
Within offers hybrid work from the Bangalore office with competitive cash compensation, equity (ESOPs), group medical insurance, paid parental leave, annual learning fund (Rs. 10,000), monthly fitness benefit (Rs. 14,000), one-time WFH setup allowance (Rs. 10,000), free mental health sessions, and statutory benefits including Provident Fund.
REQUIREMENTS:
The posting does not explicitly state years of experience or formal qualifications. However, the role requires demonstrated expertise in: customer support organization leadership, people management and coaching, enterprise customer and escalation management, support metrics and operational rigor, AI-native support strategy, automation and ticket prevention, systemic problem-solving, cross-functional leadership, and the ability to scale teams and processes.
