Customer Support Lead

Job Title: Customer Support Lead

Location: Baner, Pune - WFO

Role Type: Full-time

Experience: 4 – 8 yrs

About Us:

Truein is a fast-growing B2B SaaS company helping businesses manage time tracking and workforce operations for distributed and contractual teams across construction, facility management, logistics, and other field-heavy industries. With 500+ global customers and strong profitability, we are evolving into an AI-first product company. Our roadmap includes AI-driven compliance intelligence (AI TimeGuard) and an agentic-first engineering culture powered by our internal AI framework (“Neo”). We operate in a high-ownership, high-clarity environment where AI augments engineering workflows and accelerates structured execution.

Our Culture

At Truein, we genuinely care about every member we hire. You’ll learn new things regardless of your experience level. We strongly believe in creating value for all stakeholders - our employees, customers, and investors. We foster ownership, and have a dynamic, fun and vibrant startup culture.

Get a glimpse of our culture, team, and what it's like to work with us: Life at Truein

Role Overview:

We are looking for a hands-on Customer Support Lead who will own the day-to-day functioning of customer support at Truein. The role is not just about responding to tickets. The person will be responsible for ensuring that customer issues are understood, prioritized, coordinated across teams, and driven to closure. They should be comfortable engaging directly with customers, understanding product and technical issues, and working closely with Engineering, Product, Account Management, and Implementation teams.

We have strong internal systems, AI-based knowledge tools, and defined support processes. The key expectation from this role is to take ownership and make things happen.

Key Responsibilities:

• Own day-to-day customer support operations and ensure open issues are actively tracked and driven to closure.
• Run regular support scrums/reviews covering priorities, ageing issues, blockers, escalations, and pending actions.
• Act as the first point of escalation for critical, complex, or high-priority customer issues.
• Participate directly in customer calls, emails, and support discussions when required, especially for escalations, important accounts, trials, and onboarding.
• Coordinate closely with Engineering and Product teams for issue diagnosis, bug resolution, and technical clarifications.
• Ensure clear ownership and follow-through across support tickets, customer groups, and internal action items.
• Work alongside Account Managers and Implementation teams to ensure customers receive timely and effective support.
• Improve support processes, documentation, response quality, escalation mechanisms, and turnaround times.
• Guide and support team members handling customer queries and help maintain overall support quality.

Skills & Competencies:

• Strong ownership and execution mindset.
• Good understanding of SaaS products and ability to troubleshoot product-related issues.
• Strong customer communication and stakeholder management skills.
• Ability to coordinate effectively with Engineering, Product, and business teams.
• Good prioritization and escalation management skills.
• Comfortable working hands-on while also providing direction to the team.
• Structured problem-solving and attention to follow-through.

Requirements:

• 4–8 years of experience in B2B SaaS, software customer support, application support, implementation, or a similar customer-facing role.
• Prior experience owning support operations, leading a small team, or acting as a senior/lead support person.
• Strong technical aptitude; engineering, computer science, or another technical educational background preferred.
• Comfortable understanding product configurations, application behaviour, integrations, APIs, logs, and data-related issues at a functional level.
• Strong written and verbal communication skills with the maturity to handle customer escalations.
• Someone who enjoys solving problems, coordinating across teams, and taking issues through to final resolution.

You will get:

• Competitive compensation package and benefits.
• Work closely with the leadership team and a high-performing team.
• Join a fast-growing startup and build a strategic partner ecosystem from the ground up

Truein is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all em ployees.