Customer Support & Automation Lead

Overview

Lead and transform CarCutter's Care function, combining team management, operational excellence, automation and AI adoption. The role is permanent, based in Bengaluru, India, and reports to the Head of Customer Experience and Operations, based in Paris, France.

What you'll do

• Lead, coach and develop the Care team, creating a culture of ownership, quality and continuous improvement.
• Manage daily support operations, including workload distribution, ticket prioritization, escalations, coaching and performance reviews.
• Assess and improve support processes, workflows, tools and team capabilities.
• Own the roadmap for support automation and AI adoption.
• Improve the use of Zendesk workflows, triggers, views, macros, automations, reporting and integrations.
• Identify opportunities to automate or simplify repetitive support activities.
• Evaluate and implement AI-assisted capabilities such as response suggestions, ticket summaries, knowledge recommendations, translation, customer context consolidation, automated quality evaluation and AI-powered support experiences.
• Maintain a structured knowledge base, including SOPs, troubleshooting guides, response templates and escalation procedures.
• Define and monitor key support metrics, including response and resolution times, SLA compliance, customer satisfaction, backlog, escalation rate, automation rate and quality scores.
• Use support data to identify recurring issues and turn insights into coaching, process and product improvements.
• Act as the escalation point for complex or high-impact customer issues.
• Work with Product and Engineering to communicate recurring customer problems and follow technical issues through to resolution.
• Prepare regular support performance and improvement reports for the Head of Customer Experience and Operations.

What you'll need

• Several years of experience in customer support, customer operations or Care, including experience leading a support team.
• Strong hands-on experience with Zendesk, including workflows, triggers, views, macros, automations, reporting or integrations.
• Proven experience improving support processes and operational efficiency.
• Practical experience using, testing or implementing AI tools in a customer support environment.
• Strong understanding of support KPIs, SLAs, quality assurance and customer experience measurement.
• Experience managing escalations and collaborating with Product, Engineering, Customer Success or Sales.
• Excellent written and verbal communication skills in English.
• Ability to use data to identify problems and guide operational decisions.

Nice to have

• Knowledge of HubSpot and/or Zoho.
• Experience with Zendesk AI, Copilot, AI agents, chatbots, Make, Zapier, APIs or webhooks.
• Experience with knowledge management, technical support, SaaS products or automated quality assurance.
• Experience in the automotive, marketplace, imaging or AI industry.

Details

• Permanent position.
• Based in Bengaluru, India.
• Reports to the Head of Customer Experience and Operations, based in Paris, France.
• Works closely with Customer Success, Product, Engineering, Sales and Operations.