Support Lead

About NeoSapien

NeoSapien is building Neo1, a wearable personal AI assistant that helps users capture, organize, and search their real-world conversations. We are a fast-growing AI hardware startup, and customer support is a critical part of the product experience.

Role Description

We are looking for a Support Lead to own customer support across India and, over time, international customers as well. This is an early-stage role, so we need someone who is comfortable with messy systems, unclear edge cases, product bugs, logistics issues, and rapidly changing processes.

Responsibilities

• Handle customer queries across email, WhatsApp, calls, Freshdesk, Amazon, and social channels
• Resolve issues related to device setup, app usage, connectivity, deliveries, returns, refunds, and replacements
• Manage escalations from customers calmly and clearly
• Coordinate with product, tech, logistics, and operations teams to close issues
• Create and improve support SOPs, FAQs, macros, tags, and escalation flows
• Track common customer issues and share insights with product and ops teams
• Maintain basic support metrics like response time, resolution time, open tickets, repeat issues, and refund/return reasons
• Support US/international customers as we expand, including some late-evening escalations when needed

Requirements

• 2-4 years of customer support, customer success, or support operations experience
• Experience in an early-stage startup, D2C brand, consumer tech, hardware, or fast-growing Indian company
• Comfortable working in chaotic, high-ownership environments
• Strong written and spoken English
• Ability to explain product or technical issues simply
• Good judgment on when to solve, escalate, or push back politely
• Comfortable with tools like Freshdesk, WhatsApp Business, Shopify, Amazon Seller Central, Google Sheets, or similar tools
• Experience with US or international customers is a plus
• Hindi and other Indian language fluency is a plus

Good to Have

• Experience with hardware, IoT, wearables, or app-connected products
• Experience with returns, replacements, refunds, and logistics coordination
• Experience setting up support workflows from scratch
• Familiarity with Shopify, Amazon, Shiprocket, Delhivery, Bluedart, or similar tools

Why Join

You will help build the customer experience function at an early-stage AI hardware company. This is a high-ownership role for someone who wants to solve real customer problems while building support systems from the ground up.